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Burak Odabaşı

@burakodaba

Software Support Specialist at Protel Inc. supporting international clients with POS and SaaS systems and maintaining 95% SLA compliance.

Turkey

Message

At Protel Inc., I provide Level 1 and Level 2 technical support for POS and SaaS systems serving international clients. I manage requests through Zendesk and ticketing systems, maintaining 95% SLA compliance.

I diagnose issues using SQL queries, remote desktop tools, and API integrations. I also create user guides and knowledge base articles, and collaborate with developers to escalate complex bugs and improve product stability.

Previously, I delivered technical support for Apple mobile devices and software at Apple Inc., guiding customers through iOS, iCloud, and Apple ID troubleshooting. I’m interested in the human side of technology and enjoy helping people navigate technical problems.

Experience

Work history, roles, and key accomplishments

Software Support Specialist

Protel Inc.

Apr 2023 - Aug 2026 (3 years 4 months)

Provided Level 1 and Level 2 technical support for POS and SaaS systems to international clients. Managed support requests via Zendesk and ticketing systems, ensuring 95% SLA compliance.

Zendesk SQL Server Jira Confluence API Testing Tools Remote Desktop SLA Monitoring

Foreign Trade Consultant

The Trim Factory

Oct 2021 - Dec 2022 (1 year 2 months)

Managed B2B communication with international clients, handling order processing and shipment tracking. Coordinated between production, logistics, and overseas buyers to ensure timely delivery.

B2B Communications Order Processing Shipment Tracking Logistics Coordination

Call Agent – Technical Support

Apple Inc.

Jun 2020 - Sep 2021 (1 year 3 months)

Delivered technical assistance for Apple mobile devices and software to global customers. Guided customers through troubleshooting processes for iOS, iCloud, and Apple ID issues.

Technical Support iOS ICloud Apple ID CRM Systems Troubleshooting