Customer Support Engineer

ICRON, a leading provider of Optimized Decision Making and Supply Chain Optimization software solutions, is looking for Customer Support Engineers to join our team.

Are you ready to make your mark and contribute to the growth and strategy in an established and expanding planning and optimization software provider that is at the forefront of the industry?

If so, then ICRON would be a great fit for you.

Founded in 1992, ICRON has offices in Amsterdam, Istanbul, and Singapore and an ever-expanding client base that stretches across the world and across numerous industries. Some of the world’s largest and most prestigious companies –Ford, Unilever, Bayer, Bridgestone, Şişecam, Vestel, and Turkish Technic – use our software solutions.

We have a simple, but powerful, mission: to help our clients visualize, synchronize, and optimize their end-to-end supply chain operations and enable them to make optimized decisions that improve their productivity and profitability.

Looking to transform your career and propel it to an optimal level? ICRON is the company for you.

RESPONSIBILITIES:

• Provide ICRON Customer Support Services (Tier 1) to end users
• Be the first point of contact for all customer inquiries, support requests, and issue resolution
• Manage communication flow at all levels to maintain positive relationships with customers and develop relationship with customers, answer their questions via e-mail, phone and helpdesk application
• Dispatch customer support requests/incident tickets to the relevant departments/teams and ensure all issues are resolved or escalated to the proper resources to resolve
• Monitor resolution of customer support requests/incidents
• Record and respond all information associated with incidents, problems and/or requests in ICRON Customer Support Portal in an accurate and timely manner
• Responsible for following latest situation of incidents transferred to Tier 2-3 teams, providing periodic status updates to the customers
• Follow up issues with end users to ensure full resolution
• Protect user accounts and associated passwords and accept accountability for any actions performed via usage of those accounts
• Become an expert in all ICRON products and take advantage of opportunities for continuous learning
• Available to work on a 24/7/365 Rota including evening and night shifts, weekends, public holidays
• Provide ideas, suggestions to promote process and quality improvements

QUALIFICATIONS:

• Bachelor's degree in Engineering
• 0-3 years of relevant work experience in B2B application Service Desk / Customer Support Systems, ticketing tracking systems and customer support function
• Must be willing to provide 24/7 on-call support on a rotational basis with the team
• Excellent communication skills and the ability to work well in a team
• Basic understanding of incident management process
• Good written and oral communication skills in Turkish and English
• To be able to use MS Office applications (Word, Excel, PowerPoint etc.) within the scope of work
• Basic SQL skills
• Military Service completed (for male candidates)

COMPETENCIES:

• Customer oriented
• Stress management
• Written and verbal communication
• Analytical thinking
• Result oriented

We will process your personal data as part of our recruitment procedures. To find out more, please consult our Disclosure Text for Employee Candidates.