Product Support Specialist

ICRON, a leading provider of Optimized Decision Making and Supply Chain Optimization software solutions, is looking for experienced Product Support Specialists to join our team in Istanbul office.

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, Kuala Lumpur, 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 – including Singapore Airlines, Ford, Bridgestone, Vestel, Turkish Technic, and ASML – 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 Support Services (Tier 2) to end users.

· Manage communication flow at all levels to maintain positive relationships with customers.

· Dispatch customer support requests/incident tickets to the relevant departments/teams. Ensure all issues are resolved or escalated to the proper resources to resolve.

· Monitor resolution of product support requests/incidents.

· Record and respond all information associated with incidents, problems and/or requests in ICRON Issue ticket system in an accurate and timely manner.

· Responsible for following latest situation of incidents transferred to related 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.

· Provide ideas, suggestions to promote process and quality improvements.

· Performing initial checks, product tests and non-functional checks

· Collaborating with Product, Customer Success and Software Management teams for software products

QUALIFICATIONS:

· Bachelor’s degree in industrial engineering from a reputable university

· Advanced English skills

· Ability to work effectively in teams,

· Highly skilled in analytical thinking / problem-solving,

· In-depth understanding of object-oriented programming languages, optimization and heuristic models,

· Experience in any supply-chain planning is a plus

· Excellent communication skills and the ability to work well in a team,

· Basic understanding of incident management process,

· 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 & detail oriented

· Stress management

· Written and verbal communication

· Analytical thinking

· Result oriented