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.