Open to opportunities

Ilija Sarac

@ilijasarac

Message

Technical Support Representative focused on rapid troubleshooting, customer satisfaction, and SLA-driven resolution.

Serbia

Message

What I'm looking for

I’m looking for a role where I can own first-contact technical support, troubleshoot independently, and guide others through clear steps. I want to work toward measurable SLAs and customer satisfaction, learning from complex issues and improving continuously.

I provide first-contact service desk support via telephone, web portal, and email, using a clear, logical approach to ensure courteous, timely resolution of end-user issues. I guide technicians step-by-step, troubleshoot reported technical problems, prioritize incidents and service requests, and escalate complex cases when needed to keep delivery aligned with defined SLAs.

Previously, I led customer support efforts by developing team performance metrics and KPIs (response times, issue resolution, and satisfaction), resolving complex inquiries, and managing tickets and customer issues through CRM and multiple communication channels. I also built logistics and coordination experience as a Logistics Coordinator/Dispatcher (fleet and route management), and my Geoscience background strengthens my drive to collect, analyze, and act on information with Geographic Information Systems (GIS).

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

CrossCom

Oct 2023 - Present (2 years 8 months)

Provided first-contact service desk support via phone, web portal, and email, troubleshooting customer issues and escalating complex cases to the appropriate teams. Guided technicians through step-by-step solutions and prioritized incidents/service requests to meet SLAs.

Customer Support Service Desk Support Troubleshooting SLA Management Escalation Management Multichannel Support

Customer Support Team Leader

Optic Power

Jan 2021 - Sep 2023 (2 years 8 months)

Led customer support operations by handling inquiries and resolving complex issues to ensure customer satisfaction. Tracked team performance using KPIs and supported customers across multiple channels (phone, email, live chat, Slack, and meetings) using a CRM.

Customer Support Team Leadership KPI Tracking CRM (Salesforce)Live Chat Support Slack Confluence

Logistics Coordinator/Dispatcher

Vojvodjanska Bank

Aug 2019 - Dec 2020 (1 year 4 months)

Coordinated transportation providers and communicated with clients to ensure smooth shipment movement and professional support. Managed a fleet of 10 vehicles, scheduled routes, tracked shipments, and addressed shipping errors to improve delivery timeliness.

Logistics Coordination Dispatching Fleet Management Shipment Tracking Carrier Management Error Resolution Client Communication Transportation Planning