Ivan Dizdar Email & Phone Number

Serbia

Belgrade, Serbia

Identifying, clarifying and resolving the general and specific customer impacting problems.-SMS issues-API connectivity issues-Troubleshoot HTTPS and SMPP connections-Help customers with the integration processManaging both internal and external tickets-SalesForce-JiraMaintaining and updating the Atlasian StatusPage of any current or ongoing incidents.Attending calls with customers to discuss their questions and help them optimize their accounts, address any unprompted questions and objections they may have.Delivering professional and comprehensive advice to customers, ensuring clarity and usefulness.Conducting thorough and effective training sessions for customers on product and service usage.Responding to customer inquiries with complete and accurate information, ensuring satisfaction and understanding.Learning, applying, and articulating TeleSign’s products, services and operational technology to recommend potential uses and best practice for customers, to stay up to date with application changes.Consistently exceeding customer expectations through proactive and exceptional service delivery.Identifying opportunities to go above and beyond in resolving customer issues and enhancing their experience.Implementing customer feedback to continuously improve service quality and satisfaction levels.Delivering timely and effective support in accordance with established company service levels.Ensuring all customer interactions are handled professionally and in alignment with company protocols.Maintaining a high standard of responsiveness to promptly address and resolve customer issues.Ensuring accurate and up-to-date account information in proprietary systems.Regularly reviewing and updating customer settings to reflect current requirements.Performing routine checks and audits to maintain data integrity and accuracy.

Serbia

Keeping QoS on expected level by monitoring SMS routes and making appropriate adjustments.Awareness and action on changes in completion rates and retry rates.Monitor and analyze quality of existing routes (e.g. deliverability, completion and latency) and customer traffic.Troubleshooting any SMS quality degradation reported by other departments or during monitoring. Make adjustment as required.Maintain and expand technical knowledge across all TeleSign products and services, tools, and processes.Assistance in defining and/or improving tools, reports, and alerts used for service quality monitoring.

Belgrade, Serbia

Analyze & troubleshoot computer support problems as well as apply knowledge of software and hardware products and services to resolve problems of users.Perform tasks of providing timely and accurate technical help desk support to users, employees, clients, etc.Handle the responsibility of answering and responding to support emails, telephone calls and voicemails. Work with software developers, lead engineers and programming professionals to gather relevant information for reporting and record keeping purposes.Create and maintain troubleshooting and support documentation.Assist customer service, coordinator, and lead engineer in designing and developing utilities for improving support process.

Serbia

Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory; Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions;Responsible for identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time; Gathers problem information and records data in desktop toolsWorking with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfallMaintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CE’s within the territory; Scheduling customer installation activity

Belgrade