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, Serbia06.2014
High School Diploma -
Fifth Belgrade Grammar School
Belgrade, Serbia06.2010
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