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Berk Morkan

@berkmorkan

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Technical Customer Success Specialist specializing in incident response for real-time healthcare systems.

Turkey

Message

What I'm looking for

I’m looking to deliver technical excellence in remote-first, international teams—owning incident lifecycle management, driving cross-functional resolution with Product/Engineering, and improving SLA/MTTR through data-driven troubleshooting and clear multilingual client communication.

I’m a Multilingual Technical Support Specialist with over 7 years of experience in customer success and technical troubleshooting. I focus on incident lifecycle management for real-time Tele-ICU monitoring systems, aiming for operational efficiency and data-driven resolution.

As Ceiba Healthcare’s primary technical lead, I perform root cause analysis using SQL (DBeaver) and Linux system logs, manage end-to-end incident response with Engineering and Product, and troubleshoot API integrations using JSON and XML. I also improve workflows by implementing structured escalation paths to reduce resolution time (MTTR), while maintaining strong SLA/CSAT outcomes through clear, multilingual client communication.

Experience

Work history, roles, and key accomplishments

Current

Tech. Customer Success Specialist

Current

Ceiba Healthcare

Jan 2024 - Present (2 years 4 months)

Served as the primary technical lead for mission-critical Tele-ICU monitoring systems, ensuring 99.9% uptime for life-critical healthcare infrastructure. Owned end-to-end incident lifecycle management and performed root-cause troubleshooting using SQL (via DBeaver), Linux logs, and JSON/XML for API integration issues.

Incident Management Technical Customer Support SQL DBeaver JSON XML SLA MTTR Optimization

Lead Client & Customs Manager

Panorama Invest Dış Tic. Ltd.

Jul 2021 - Dec 2023 (2 years 5 months)

Managed high-volume international client accounts across complex, time-sensitive logistics and trade compliance operations. Acted as final point of contact for high-priority regional disputes, handling rapid escalation and trilingual negotiation (EN/RU/TR) while coordinating cross-border documentation workflows.

Customer Success Operations Escalation Management Client Communication International Trade Compliance Logistics Coordination

Lead Client & Foreign Trade Manager

Partner Cargo LLC

Jun 2019 - Jun 2021 (2 years)

Led international client relations, advising on compliance, pricing, and operational risk management to support smooth cross-border operations. Bridged global clients with internal teams to resolve shipping disruptions and recurring logistical bottlenecks.

Client Management Technical Liaison Compliance Support Pricing Operations & Customer Success

Technical Support Specialist & QA Coach

WebhelpTR

Feb 2017 - May 2019 (2 years 3 months)

Provided L1/L2 technical troubleshooting for iOS/Android and web platforms, resolving complex account and synchronization issues for high-traffic global apps. Led QA audits of support interactions, coached new hires on troubleshooting and escalation workflows, and fed recurring issue patterns back to Product to reduce repeat technical bugs.

Technical Troubleshooting Auditing Bug Trend Analysis