Robert Markoš Email & Phone Number

Osijek, Hr

The Technical Support Specialist's focus is to support Support, so Specialists can execute exceptional customer experiences. With Support Specialist roots, the Technical Support Specialist has a deep understanding of the concerns, issues, and day-to-day operations of the SupportSpecialists that they are here to help. Armed with their technical savvy, unshakeable app knowledge, and general love for investigation and troubleshooting, they serve as a resource for fellow Support team members.A Technical Support Specialist is the customers’ advocate and go-to person when it comes to anything technical and helps bridge the gap between the Support Team and various Product Development teams. The Technical Support Specialist role is a combination of data analysis, quality assurance and development work.A Technical Support Specialist: - Works with the Support Specialists through chats and our ticket based system to diagnose and solve customer issues on the web and in mobile apps- Is the point of contact for the Effortless Experience, Customer Success and Sales Teams when it comes to technical customer issues- Helps guide Support Specialists through solvable fixes and workarounds- Writes and edits support documents, knowledgebase cards and wiki pages- Uses MySQL / PostgreSQL to gather database information and provide other departments with statistical information and analysis- Runs database queries for customers such as data exports and custom reports upon request- Verifies and escalates critical service-impacting issues to the Product Development and Operations Teams, acts as Support Liaison between Support and Product Development teams during incidents and downtime- Identifies, verifies, triages, and documents internal and external bugs- Provides detailed reports of bugs, gaps, or blockers to the PD team- Builds solutions and admin tools to aid the Support Team with customer requests- Configures, implements and maintains internal systems

Croatia

Croatia

A Support Specialist at Freshbooks:- goes to great lengths when answering phone calls and e-mail tickets to help customers find solutionsto whatever problem they face (or could face in the future, such as how to get started withFreshBooks, troubleshooting and setting up online payments and billing-related issues)- uses expert troubleshooting skills to get to the bottom of issues- crafts messages that are accurate, clear and concise- cares about other humans and is able to puts him or herself into the shoes of the owners who useFreshBooks, driving them to take big steps towards finding a solution for every customer- works to maintain and grow knowledge of the product in order to always deliver- Executes Extraordinary Experiences Every day

Osijek, Osijek-Baranja, Croatia

The duties of the real time and workforce specialist include:- workforce scheduling and forecasting the workforce schedule in a way that optimally and efficiently uses the company resources- analyzing and modifying the schedule in real time to adhere to current and futureplans regarding the company goals and targets- forecasting the contact centre's capacity for future workforce employment anddeploymentAdditional everyday tasks include:- creating daily, weekly and monthly reports with the goal of further optimizing andenhancing performance- monitoring customer centre employees in real time to adhere to the plannedschedules in order to achieve the best results possible- using analytical skills to deduce the impact of products, promotions and current business processes on the contact centre's workload

Osijek

A team of 12 to 15 customer service representatives are led by their team leader, whoseduties include informing his team about their accomplishments and results, settingperformance goals and targets, relaying personal and the client's expectations,performing detailed analyses on which further improvement plans are built, eliminateingundesirable flaws and errors from agents' communication and bringstheir work quality toa higher level.A team leader also improves and enhances the quality of his agents' communication andinteractions based on previously set standards, guidelines and rules.Besides his work with his team, the team leader provides support and is a bi-directionallink between the client (in this case, Tele2 Hrvatska d.o.o.) and employees of thecustomer service. As he informs the customer service representatives of the client'ssolutions, decisions and news, he also forwards the representatives' feedback directly tothe client.A team leader also uses his technical and analytical skills to create various reports andreporting solutions which increase his efficiency in analyzing his team's results so that hecan find any piece of necessary or vital information as soon as possible, which isespecially handy for time-critical reports and analyses.

Osijek, Croatia

The main duties of a customer service representative are handling inbound phone callsfrom customers and assisting them in solving problems, issues, or providing them withnecessary information, which can include technical issues, billing information, sale ofproducts, tariff plan information, etc. Other than informing customers via phone calls, acustomer service representative in the written correspondence department answers tocustomers' written complaints and e-mails, whether it is solving customer complaints orsimply providing information about billing information, products, packages, plans,promotions, etc.

Osijek, Croatia

A technical support customer service representative provides direct tehnical support forfixed (ADSL, IPTV, analog and digital telephony) and mobile services (GSM, UMTS/HSDPA,LTE, mobile broadband) through detailed analysis directly with the customer or throughavailable support applications and services either via phone or written correspondence. A senior tehnical support customer service representative, alongside all the aforementioned duties, provides support to other agents in their tasks and team leaders as well by taking over their partial or complete duties (which include daily and weekly schedule management, creation of various results analysis reports, customer satisfaction survey analyses, providing workstations for agents in the shift, direct communication with real-time analysts to optimize time resources to their fullest extent etc).