Burak Odabasi
Support Specialist
SQL
Active 2 days ago
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Overview
Technical skills
Timeline
Roles
Overview
Software support specialist focused on Level 1 and Level 2 technical assistance for POS and SaaS systems used by international clients. Manages support requests in Zendesk with SLA monitoring, diagnoses issues using SQL and API-based troubleshooting, and collaborates with developers to escalate and resolve defects. Also creates user guides and knowledge base materials to improve first-call resolution.
Phone
Technical skills
SQL
DevOps
Rest API
SLI/SLO/SLA
Databases
MySQL
Timeline
Software Support Specialist
•
Middle
Protel Inc.
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Full-Time
Provided Level 1 and Level 2 technical support for POS and SaaS platforms for international clients. Managed support tickets in Zendesk, monitored SLA compliance, and troubleshot issues using SQL queries, remote desktop tools, and REST API testing. Created user guides and knowledge base content, and coordinated with developers to escalate complex bugs and improve product stability.
Zendesk
SQL
Jira
Confluence
Salesforce
MySQL
Rest API
SLI/SLO/SLA
Foreign Trade Consultant
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Middle
Protel Inc.
•
Full-Time
Supported B2B customer communication related to order processing, shipment tracking, and delivery coordination. Acted as an intermediary between production, logistics, and overseas buyers to help ensure timely delivery and smooth issue handling. Maintained organized customer interactions to support operational continuity.
Technical Support Call Agent
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Middle
Apple Inc.
•
Full-Time
Provided remote technical assistance to global customers for Apple mobile devices and software. Guided users through troubleshooting for iOS, iCloud, and Apple ID issues, ensuring tickets were tracked until resolution. Used CRM-style systems to manage and follow up on customer cases.