Technical Support Specialist

About Trio Mobil Trio Mobil is a technology company dedicated to preventing accidents and improving efficiency in industrial operations with the mission of helping every employee return home safely. As a pioneer in AI and IoT-based Industrial Safety Solutions, Trio Mobil delivers innovative technologies for real-time risk detection and proactive safety management, enabling safer and smarter workplaces. With 1,000,000+ connected devices, we serve 20,000 customers providing turn-key solutions to multinational brands in 65 countries across 5 continents. Headquartered in the United States, Trio Mobil operates globally across Europe, MEA, and APAC, supported by branch offices, distributors, and comprehensive after-sales assistance. Our team of 250+ professionals, including 60+ in R&D, ensures all intellectual property is developed and produced in-house, delivering innovation and reliability worldwide. JOB DESCRIPTION Take an active role in both Customer Success and Customer Support departments, Handle all incoming support requests from global and local (TR) customers, take necessary actions for resolution, and follow up until full resolution is achieved, Provide timely response and resolution within established SLA (Service Level Agreement) targets to ensure maximum customer satisfaction, Keep customers updated and informed throughout all workflows and processes, Play an active role in Customer Success processes, taking proactive measures to deliver an excellent customer experience, Attend customer meetings, provide guidance through remote support when necessary, or accurately isolate and address issues, Provide technical support to field technicians and field engineers whenever required, Analyze recurring issues or feature requests received from customers and report them regularly to the Product and R&D teams. REQUIREMENTS Strong analytical thinking and advanced problem-solving skills, Bachelor’s degree (preferably in Electronic & Communication Engineering, Computer Engineering, Industrial Engineering, or related fields), 3+ years of experience in a customer-facing technical role within a technology company, preferably in IoT, software, SaaS, hardware, or telecommunications. Fluent in both written and spoken English, Strong follow-up skills, with a customer-oriented and result-driven mindset, Highly organized and systematic work discipline, Passionate and enthusiastic about improving the customer experience, Prior experience in providing technical support for software or hardware products, Proficiency in widely-used ticketing (case management) and remote desktop connection tools, Ability to multitask and manage time effectively when handling multiple tickets with different priority levels (P1, P2, etc.) Information Regarding the Protection of Personal Data (KVKK) Within the scope of your application, the personal data you provide to us will be processed solely for the purpose of evaluating your application and managing the recruitment process, in accordance with the Law on the Protection of Personal Data No. 6698 (“KVKK”). Your personal data will be protected with appropriate security measures. By submitting your application, you are deemed to have consented to the processing of your personal data within this scope. Equality, Diversity & Inclusion At Trio Mobil, we are committed to building a diverse, inclusive, and equitable workplace. We welcome applications from all qualified candidates regardless of race, ethnicity, nationality, gender identity, sexual orientation, disability, age, religion, or any other protected characteristic. We believe that different perspectives drive innovation, strengthen our culture, and help us create safer and smarter workplaces for everyone. If you require any adjustments during the recruitment process, please let us know and we will be happy to support you.