Senior Software Support Specialist

OTI HOLDİNG A.Ş.

QUALIFICATIONS AND JOB DESCRIPTION

The Requirements

·       Ability to remain positive when encountering adverse situations that may arise during user support and training delivery

·       5+ years of user software support experience in a service desk environment

·       Have technical background

·       Excellent written communication and technical writing skills

·       Produce clear user manuals and concise documentation associated with on-going projects, as required by the development team.

·       Bachelor’s degree in related discipline

·       Excellent command of English, both written and spoken, Russian is an asset

·       Working knowledge of ITIL framework is an asset.

·       No restrictions for traveling both inside of Turkey and abroad temporarily

*Applications will be evaluated also for all OTI Holding companies according to necessities.

The Role
Ensure the organization’s employees and external customers are provided with the proper support and training to make them successful in using OTI Holding corporate softwares and services.

The Responsibilities

·       Provide user support by responding to questions related to corporate software and maintain sufficient knowledge

·       Through support of system users, provide one-on-one training via phone or web meeting to improve their knowledge of the software

·       Support new software version releases and implementation of new functionality by assisting with system testing, documentation, and user transition support

·       Deliver all levels of user training in both classroom and on-line environments in English as well

·       Ensure integrity of service desk tickets & meet department Service Level Agreements (SLAs)

·       Investigate issues reported by customers, provide solution and communicate with development teams.

·       Ensure that issues are kept minimal, resolved quickly and efficiently.

·       To act as main contact for all application issues for OTI Holding affiliates