Customer Support Specialist

We are seeking a highly motivated ''Customer Support Specialist'' to join our growing team.

Responsibilities:

· Deliver Level 2 (L2) support to customers through CRM tickets from the Call Center and Kolaykurulum.net.

· Respond to technical issues via phone, email, chat, WhatsApp and face-to-face communication.

· Troubleshoot and diagnose hardware, software and network problems, escalating complex cases to senior technicians when needed.

· Act as a live agent on daily chat or WhatsApp shifts, maintaining an excellent customer experience.

· Verify and approve technical service (RMA) requests by calling customers, aiming to reduce unnecessary shipments and service costs.

· Organize and classify customer information in CRM, prepare reports and share insights for service quality improvements.

· Contribute to the development of support materials (Quick Installation Guides, video tutorials, FAQs) to enrich customer resources.

· Collaborate closely with your supervisor and colleagues to distribute, track and complete support tasks effectively.

Qualifications:

· Ability to analyze and resolve technical problems while focusing on customer satisfaction.

· Proactive team player who is eager to improve processes and share knowledge.

· Diploma in related field.

· English knowledge is plus.