Summary
Overview
Work History
Education
Skills
Technical Proficiency
Timeline
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Stefan Stanojkovic

Melbourne,VIC

Summary

Dedicated customer and technical professional currently providing technical support in a 5M+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency.

Overview

9
9
years of professional experience

Work History

Customer Support Officer - Technical Support

CAKE.com
04.2021 - Current
  • Providing customer and technical support to customers via email, chat and over phone, resulting in 95% CSAT score
  • Troubleshooting and resolving issues for Clockify, Pumble and Plaky web, mobile and desktop apps.
  • Collaborating with development and QA teams to identify and report software bugs and improvements, contributing to enhancement of Clockify's user experience.
  • Troubleshooting API issues in Postman.
  • Developing knowledge base of unique issues and solutions to help other agents, reducing need of escalating issues.
  • Conducting remote training sessions for new users and employees, ensuring smooth onboarding process and helping them utilize software's features effectively.

Customer Service Representative / Membership Consu

Diners Club International
06.2014 - 02.2018
  • Corresponded with company’s internal and external clients and customers, providing them with information and resolving issues
  • Acquired new leads as well as working on retaining existing customers.
  • Assisted and managing credit card inquiries and associated paperwork and documentation, provided administrative support
  • Managed over 50 customer calls per day

Education

Bachelor of Science - Open Pit Mining

Faculty of Mining And Geology
Belgrade, Serbia
06.2014

High School Diploma -

Fifth Belgrade Grammar School
Belgrade, Serbia
06.2010

Skills

  • Strong technical aptitude with ability to troubleshoot software issues effectively
  • Excellent communication skills, both written and verbal, for conveying complex technical information to non-technical users
  • Proficient in using customer support tools, ticketing systems, and remote desktop software
  • Demonstrated ability to handle high-pressure situations, manage multiple tasks, and prioritize effectively
  • Strong interpersonal skills, empathy, and customer-centric approach to problem-solving

Technical Proficiency

  • Operating Systems: Windows, macOS, Linux
  • Software: Clockify, CRM Systems, Jira, Asana, Monday, API, Postman
  • Communication Tools: Email, Live Chat, Remote Desktop Software, Zendesk
  • Programming languages: JavaScript with HTML and CSS, React

Timeline

Customer Support Officer - Technical Support

CAKE.com
04.2021 - Current

Customer Service Representative / Membership Consu

Diners Club International
06.2014 - 02.2018

Bachelor of Science - Open Pit Mining

Faculty of Mining And Geology

High School Diploma -

Fifth Belgrade Grammar School

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Stefan Stanojkovic