Customer Support Engineer

İstanbul, Türkiye | Full-time | Partially remote

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We are looking for a motivated Customer Support Engineer to join our Support and Technical Services Team! #Li-Hybrid

 Who we are: 

With over a decade of experience in "IoT for Healthcare" Borda Technology helps hospitals worldwide with their digital transformation and smart hospital journeys through global award-winning IoT products. Borda transforms technology into operational awareness by using IoT data collected through sensors, without the need for human intervention, with 11 different products such as Asset Management, Patient Flow, Infant Safety, Staff Duress, and Work Demand Management. The result is better patient care, increased operational efficiency, enhanced safety, and advanced patient experience. Operating in more than 15 countries with offices in Turkey, USA and Sweden; Borda currently shows presence in the 5 million square meters of hospital space, manages more than 1 million hospital assets, and maximizes the efficiency of thousands of patients and staff processes throughout the world.

Responsibilities of Customer Support Engineer: 

  • Provide 1st Level assistance to international, national and internal customers based on SLA requirements 
  • Occasionally giving support through remote desktop software whereas phone call, IM support is minimal but also possible
  • Use support ticketing software to track, log and prioritize issues 
  • Communicate with customers to clarify and address issues promptly
  • Continuously enhance competency with Borda hardware and software 
  • Take ownership of tickets, following support procedures diligently 
  • Investigate, duplicate, and resolve reported issues related to Borda or 3rd party hardware/software
  • Provide clear and structured test steps, instructions, and solutions to customers
  • Approve hardware return requests (RMA) in case of hardware problems 
  • Prioritize and manage multiple issues concurrently
  • Route unresolved tickets to related teams or escalate to the next level of support (L2) 
  • Collaborate effectively with L2 support and field specialists
  • Prepare and analyze reports from the ticketing tool or related tools 
  • Actively participate in the company's self-improvement and growth initiatives 
  • Contribute to software update publications
  • Ensure thorough logging of all issues
  • Create and maintain knowledge base records

Qualifications: 

  • BS degree in Computer/Electronic/Electric or related fields 
  • 2+ years of work experience in the related field is a plus
  • Basic network, Windows OS knowledge is a must
  • Database/SQL, Linux, Windows Server, Virtualization (Hyper-V, VMware) knowledge is a plus. 
  • Microsoft, Cisco or similar certification is a plus. 
  • Solid understanding of computer hardware, mobile devices, and other tech products. 
  • Advanced verbal and written English communication skills 
  • Analytical thinking, result, and quality-oriented approach
  • Improved learning skills
  • Dynamic, eager, fast, and proactive
  • Team player 

Benefits: 

  • Health insurance package   
  • Multinet to cover all the yummy food expenses on a monthly basis   
  • Dynamic work ecosystem where you can take initiative and responsibility   
  • Enjoyable team/company activities   
  • Dress code: you can wear whatever you want  
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