Goran Balšić
@goranbali
I resolve high-volume technical support issues across chat, phone, and remote sessions.
SerbiaWhat I'm looking for
At reMarkable, I resolve around 80 customer inquiries a day through chat, email, and remote sessions, helping users troubleshoot hardware, software, connectivity, setup, updates, and performance issues.
I bring more than six years of remote customer support experience across reMarkable, Wolt, and Medigroup. At Wolt, I handled roughly 150 inbound calls and messages daily while resolving application and performance issues for a varied customer base.
I keep communication clear, calm, and empathetic under pressure, especially when explaining technical issues to non-technical users. I also escalate complex cases to engineering teams, manage account provisioning and permissions, and contribute to troubleshooting documentation.
Alongside my support work, I'm building skills in Python, JavaScript, and AI-assisted automation with Claude and Claude Code. I'm comfortable working independently in remote, shift-based environments and supporting Windows, Linux, and Android users.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
reMarkable
Sep 2023 - Present (2 years 11 months)
Resolved an average of 80 customer support inquiries per day via chat, e-mail, and remote sessions, maintaining strong first-contact resolution. Escalated complex cases to engineering teams and contributed to internal troubleshooting documentation.
Fielded an average of 150 inbound calls and messages per day, resolving software and performance issues remotely for a large, varied customer base. Maintained high customer satisfaction scores through clear, efficient, and friendly communication.
Medical Support Representative
Medigroup
Jan 2020 - Jan 2021 (1 year)
Handled a high volume of incoming calls, scheduling and administrative requests with accuracy and confidentiality. Simplified policy and procedure explanations for patients and families, adapting communication to the audience.
Education
Degrees, certifications, and relevant coursework
Mašinsko-elektrotehnička Škola GOŠA
High School Diploma, Mechanical and Electrical Engineering
Completed high school education with a focus on mechanical and electrical engineering.
Tech stack
Software and tools used professionally
Availability
Location
SerbiaAuthorized to work in
Job categories
Skills
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