Nikola Milekić

Creating/updating help center articles. Creating internal procedures. Mentoring new team members. Creating performance reports. Helping team members with complex issues and managing escalations. Testing features and reporting bugs prior to release. Working closely with the development team on bug investigation and potential fixes.

Building help center from scratch. Responding to customer emails and chats. Onboarding customers and providing demos for potential customers. Troubleshooting technical/product issues. Explaining features, pricing, or policies. Processing refunds or account changes.

Agent Procedure Documentation: Drafting comprehensive documentation outlining agent procedures to ensure standardized and efficient execution of tasks in alignment with organizational protocols. Zendesk Ticketing System Configuration: Expertly configuring the Zendesk ticketing system to optimize its functionality, streamlining the workflow and improving the overall efficiency of issue resolution processes. Help Center/Knowledge Base Configuration (Zendesk/Atlassian Confluence): Configuring and maintaining the Help Center/Knowledge Base on platforms such as Zendesk and Atlassian Confluence to provide accessible and comprehensive information resources for users. Collaboration with IT Team: Collaborating closely with the IT team to manage and optimize Microsoft Exchange, Microsoft Teams, and Microsoft Intune, ensuring seamless integration and efficient utilization of these platforms within the organizational framework.

Customer Inquiry Management: Professionally addressing customer inquiries through both telephonic conversations and email communications, ensuring timely and accurate resolution to enhance overall customer satisfaction. Testing for Online Insurance Services Platform: Conducting rigorous testing on the online platform for insurance services, utilizing tools such as JIRA Software and Slack to collaborate with the development team. Reporting identified bugs and submitting structured feature requests for continuous improvement. Software Documentation: Thoroughly documenting software functionalities, procedures, and specifications to provide clear and concise reference materials for both technical and non-technical stakeholders.

User Account Management: Overseeing the seamless management of user accounts, including the transfer of users between different restaurant locations, facilitating access to E-pay, executing user promotions, and ensuring overall user account integrity. Restaurant Network Support: Providing comprehensive support for restaurant networks, encompassing the configuration of computer networks, administration of Cisco Meraki switches and firewalls, strategic rebooting of modems and access points, content updates for digital menu boards, guiding employees through PC reimage processes, and configuring drive-through timers. Point of Sale and Payment Support: Offering expert assistance in the realm of point-of-sale systems and payments, involving the initiation of Verifone pin pads and Honeywell scanner setups, troubleshooting, and ensuring the smooth operation of these critical components. Repair Management: Efficiently managing repair processes by dispatching essential parts and skilled technicians, ensuring timely and effective resolution of issues to maintain operational continuity.

Strukovni inženjer informacionih tehnologija