Nikola Mihajlović

I’m a customer-facing Technical Support Specialist and content creator who helps people quickly understand complex topics. I bring 6+ years of process-driven, high-volume support experience alongside structured guide and educational content development for international audiences.

In my current role at Teleperformance, I break down complicated technical issues into clear, step-by-step guidance tailored to different levels of technical knowledge. I handle 400+ customer queries per month through email and ticketing systems, while consistently maintaining audience-adapted written communication.

I’m detail-oriented and focused on continuous improvement. I document recurring issues and solutions to support an internal knowledge base, identify recurring patterns, and share feedback to improve processes while meeting service and satisfaction targets.

I also use generative AI tools daily to speed up research, drafting, and structuring of responses and documentation. I’m motivated to bring my storytelling and structured-content experience into instructional design, applying AI tools to make learning content more engaging and effective.