Tomislav Martić Email & Phone Number

Osijek, Hr

Osijek, Osijek-Baranja, Croatia

Diagnose and independently manage customer-reported issues related to the tvbeatplatform. Oversee resolution of all technical issues coming from customers including high-urgencyissues requiring Engineering assistance. Provide an initial 1st line response to the customer all the way through triaging technical issues to Tier 2/3 engineering. Prioritise and manage several open issues and various priorities at the same time. Ensure SLA obligations with customers are observed and met.Write support documentation/articles to enable our customers to self-serve and reduce inbound tickets.Contribute to and build internal resources to improve the efficiency of the support teamWhen applicable, escalate critical incidents directly to the Support manager and on-callengineering team. Work closely with the internal technology team to stay up to date on product features,changes, and issueseansing and storage, in addition to conceptual, logical, and physical datamodeling. Data quality checks.

Osijek, Osijek-Baranja, Croatia

Linux support technician: Serving numerous hosting companies with my technical and customer service skills while following theirunique procedures. Root access to hundreds of CentOS bare-metal and VMs. I'm troubleshootingwebsite, migration, networking, DNS and SSL issues while working with end-users through varioussupport channels such as tickets, live chat and phone calls. Experienced with various ticketing systemssuch as Sales Force, Zendesk, Kayako, WHMCS and more. Domain management, Relaying server-specific client configuration options, Service monitoring reactionary items (contacting data center or following emergency reaction policies). Password resets. Troubleshooting DNS issues. System log investigation. Phishing or malicious content investigation.Account service technician: Correspond with customers and resolve their billing issues and queries. Update and maintain billing records and documentation every day. Maintain invoice records and support documents. Collaborate with other departments to cater to customer needs. Evaluate, analyze and verify dates of service and billed amounts. Prepare billing packets within 24 hours for Quality Review. Chatting with customers about solutions for new products.