Technical Support Specialist - Industrial IoT

About the role

Trio Mobil, a global technology company behind AI and IoT-powered industrial safety solutions, is looking for a Technical Support Specialist to join its Industrial IoT Customer Support & Operations team. You will be the main point of contact for customer inquiries, troubleshoot technical challenges and work with Field Engineering, Product and R&D teams to improve the customer experience.

Key responsibilities

• Manage incoming technical support requests from global and local customers, investigating and resolving them on time
• Troubleshoot software, hardware and IoT-related issues and coordinate effective solutions
• Deliver support in line with Service Level Agreements and customer satisfaction targets
• Maintain clear, proactive communication with customers throughout resolution
• Contribute to customer support initiatives and anticipate potential challenges
• Take part in customer meetings and give remote technical guidance when needed
• Work with Field Technicians and Engineers, and share recurring issues, feedback and feature requests with Product and R&D
• Keep accurate records of interactions and resolutions in ticketing and case management systems
• Identify ways to improve support processes, knowledge sharing and service quality

Required profile

• Bachelor's degree in Electronics & Communication Engineering, Computer Engineering, Industrial Engineering or a related field
• At least 3 years in a customer-facing technical role in a technology company, preferably in IoT, SaaS, software, hardware or telecommunications
• Hands-on experience supporting software and/or hardware products
• Strong analytical thinking, technical troubleshooting and problem-solving skills
• Excellent written and verbal communication in Turkish and English
• Ability to manage several requests at once, prioritising by urgency, impact and SLA

Required skills

• Experience with ticketing, case management and remote desktop support tools
• Customer-centric mindset and strong organisational skills