Istanbul, Istanbul, Türkiye
Working for Insider's technical support team as of May 2022, my expertise in analytics and proficiency in Microsoft Excel and Google Analytics drive our success. With a strong educational foundation in Industrial Engineering from Beykent University and Management Information Systems from Anadolu University, I translate complex technical scenarios into actionable insights. Our team benefits from my certifications in English proficiency and Google Analytics, ensuring effective global communication and data-driven decision-making. We are committed to maintaining Insider's reputation for outstanding support, and fostering client satisfaction through technical prowess, and collaborative problem-solving.
• Lead technical support operations across LATAM and North America regions, managing cases, escalations, and complex technical issues for enterprise partners. • Coordinate and mentor multi-regional support teams, ensuring high-quality troubleshooting, faster resolution times, and improved partner satisfaction. • Act as a technical escalation point for complex integrations, product limitations, and advanced troubleshooting involving web, mobile, APIs, and marketing automation flows. • Manage and optimize support workflows and processes across platforms such as Zendesk and Jira, improving operational efficiency and visibility of technical tasks. • Work closely with Product, Engineering, and Customer Success teams to investigate product issues, define solutions, and align on partner needs. • Lead cross-team communication and incident management, ensuring transparency and alignment during critical partner cases and escalations. • Monitor operational metrics such as resolution time, ticket quality, backlog health, and partner sentiment, driving continuous improvement initiatives. • Support enterprise partners with technical integration guidance, including SDK implementations, event tracking, data flows, and marketing automation journeys. • Contribute to internal knowledge bases, best practices, and training materials to improve the technical capability of support teams globally.
As a Technical Support Team Leader, I am dedicated to ensuring seamless collaboration and efficient support for our key partners. My primary responsibilities include: Ticket Management: Overseeing daily inquiries, team tickets, and escalations through appropriate channels. Product Coordination: Aligning cross-functional efforts to enhance product and solution delivery. Team Support: Managing ticket assignments, quality, and mentoring within the team. Key Partner Engagement: Providing robust support and process streamlining for key partners. Operational Excellence: Driving initiatives like OKR management, low satisfaction score follow-ups, ticket quality checks, dormant ticket reviews, and team reporting. Leadership & Mentorship: Conducting regular team meetings, mentoring sessions, and quality improvement initiatives, including communication and meeting enhancements. Solution Expert Scope: Supporting partners beyond regular support tickets by collaborating on advanced troubleshooting and integration modifications to ensure tailored and effective solutions.
- Managing digital campaigns, working with marketing partners to identify the needs and goals of digital campaigns for execution -Regulary gathering and analyzing market, competitors and strategic data to provide market foresight and create content based on the data -Managing and conducting all owned media communication (email, sms etc) -Analyzing results to create insights and recommendations -Producing local and regional performance reports -Managing agency and budget -Creating communication and campaign calendars -Akinon - Omnitron -Google Analytics -Insider -Segmentify -Related -Trendyol Pazaryeri -Morhipo -Hepsiburada -Nebim V3 -Iontegra (WMS)