Nikola Masic
@nikolamasic
Customer-focused IT support specialist transitioning with strong troubleshooting and communication skills.
SerbiaWhat I'm looking for
I am a motivated, customer-focused IT support specialist transitioning from hands-on technical and customer service roles into a long-term IT support career. I communicate clearly, solve problems under pressure, and adapt quickly in fast-paced environments.
At reMarkable I provided device and subscription support, handled tickets via Zendesk and Salesforce, maintained monthly satisfaction above 90%, and trained new colleagues on tools and workflows. I previously delivered first-level help desk support at NCR and provide remote support for e-commerce clients, holding a 4.79/5 satisfaction rating with Laird Superfood.
I am currently preparing for CompTIA A+ and expanding my practical skills in networking, DNS, hardware troubleshooting, Linux basics, and remote support tools. I am eager to join a supportive technical team where I can continue learning and contribute reliable, user-focused support.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Laird Superfood
Provide remote e-commerce support for Laird Superfood, resolving technical and order issues and maintaining a 4.79/5 customer satisfaction rating.
Technical Support Specialist
reMarkable
Oct 2023 - May 2025 (1 year 7 months)
Provided technical support for reMarkable tablets and subscriptions, resolving customer tickets and maintaining >90% monthly satisfaction; trained new colleagues and escalated complex cases to Tier 2.
Help Desk Representative
NCR
Jan 2020 - Feb 2022 (2 years 1 month)
Delivered first-level hardware and software support at NCR, resolving service tickets and guiding users through step-by-step troubleshooting to maintain high customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Institute for the English Language, Belgrade
English
Completed C1-level English language training at the Institute for the English Language in Belgrade.
Tehnoart Belgrade
Computer Control Technician, Computer Control
2013 - 2017
Completed vocational studies as a Computer Control Technician at Tehnoart Belgrade from March 2013 to August 2017.
Tech stack
Software and tools used professionally
Availability
Location
SerbiaAuthorized to work in
Job categories
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