Technical Support Expert

Ceiba Healthcare; Fatih; On-site; TRY 60,000 - 80,000; Full time

Job summary

A healthcare technology company is seeking an Application Support Specialist to deliver first-level technical support for software applications. The ideal candidate should hold a Bachelor's degree in Computer Science or a related field, have at least 2 years of experience in technical support, and be fluent in English. Key responsibilities include troubleshooting software issues, maintaining support records, and collaborating with development teams. This is an exciting opportunity to join a dynamic team committed to enhancing healthcare through technology.

Qualifications

• Minimum 2 years of experience in application support or related technical support role.
• Fluency in English, both written and spoken.
• Ability to work in a fast-paced environment and meet tight deadlines.

Responsibilities

• Provide first-level technical support for software applications.
• Troubleshoot and resolve application-related issues.
• Maintain accurate records of support interactions.
• Contribute to ongoing process improvement initiatives.

Skills

Problem-solving skills

Communication skills

Interpersonal skills

Analytical skills

Technical troubleshooting

Education

Bachelor's degree in computer science, information technology, or related field

Tools

Zendesk

SQL

Linux

API

Job description

Founded in 2016, Ceiba is dedicated to simplifying healthcare, particularly in critical care, and enhancing the lives of clinicians, nurses, and patients through innovative technology. Our products are globally recognized and used across five continents and more than ten countries. What began as a small team has now grown to nearly 80 people, with offices in Istanbul, New York, and the UAE, and we are continuing to expand.

Join us on this exciting journey. If our mission resonates with you and you wish to learn more or become a part of our dynamic team, dont hesitate to contact us. We look forward to meeting you!

Responsibilities

• Provide first-level technical support for software applications to business units and operational users.
• Provide technical solutions to both technical and non-technical end-users via phone, Live Chat, and other channels as needed.
• Troubleshoot and resolve application-related issues, including software bugs, user errors, and system outages.
• Collaborate with the development team by communicating and documenting software defects.
• Maintain accurate records of support interactions and solutions in our communication channels.
• Have the ability to read system and software logs.
• Perform preliminary analysis of incoming complaints, resolve them, and ensure unresolved complaints are forwarded to L2 teams.
• Take full responsibility for resolving customer issues through research, diagnosis, troubleshooting, and identifying solutions.
• Remotely connect to customers\' devices to troubleshoot technical difficulties.
• Provide prompt and accurate feedback to customers.
• Contribute to ongoing process improvement initiatives to enhance the efficiency and effectiveness of application support.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• Proven experience in application support or a related technical support role (minimum 2 years).
• Hands-on experience with Zendesk is required.
• Basic understanding of software applications, including database technologies like SQL.
• Excellent problem-solving and troubleshooting skills.
• Exceptional communication and interpersonal skills to interact with users and collaborate with cross-functional teams.
• Ability to work in a fast-paced environment, prioritize tasks, and meet tight deadlines.
• Fluency in English both written and spoken.
• Strong analytical skills.
• Having a background in technical infrastructure is a preferred qualification.

Preferred Qualifications

• Experience with Zendesk.
• Basic knowledge of Grafana and Ansible.
• Basic knowledge of Linux, API, or a strong interest in learning.