Customer Service Representative

4 days ago


Fatih, Istanbul, Turkey Odeon Software & Technology Full time

Job Description

As a Technical Support Specialist at Odeon Software & Technology, you will be responsible for receiving and managing user incidents and requests for support according to established procedures.

You will log incidents and service requests, meticulously maintaining accurate records, and identify, classify, and prioritize incidents, ensuring timely resolution.

Additionally, you will coordinate between users and relevant teams to ensure smooth issue resolution, interpret user problems, identify solutions, and understand potential side effects.

You will escalate complex or unresolved incidents to appropriate teams, utilize your experience to address user problems, and leverage our knowledge management database for solutions.

Responsibilities include responding to common service requests, maintaining comprehensive records, and keeping users informed of the support process.

You will also contribute to the creation of support documentation and knowledge management articles to enhance operational efficiency, ensure issues are tracked from inception to resolution, and react to day-to-day operational needs during change to prevent disruptions.

Requirements:

  • 5+ years of user software support experience in a service desk environment.
  • Bachelor's degree in Computer Science or related degree.
  • Turkish and min CEFR B1 English language proficiency; Russian is a plus.
  • Familiarity with ITIL and incident classification/prioritization.
  • Experience in using ServiceNow and Jira is a plus.
  • Strong customer service skills and passion for delivering exceptional support.
  • Ability to work in a fast-paced environment and collaborate with cross-functional teams.
  • Excellent communication and problem-solving skills.


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