# Robert Osenjak

Robert Osenjak is a remote worker on Himalayas, Owner-Operator at Self-Employed Smallholding, based in Slovenia.

Source: https://himalayas.app/@robertosenjak

```text
Customer Support Specialist at Proton and Binance who sustained 99.7% team CSAT and traced complex blockchain transactions.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Slovenia |
| Authorized to work in | Slovenia |
| Salary expectations | 30k+ EUR |
| Job categories | Customer Support Specialist, Technical Support Specialist, Customer Support Team Lead, IT Support Quality Analyst |
| Skills | Customer Support, Technical Support, Live Chat, High Volume Support, Blockchain Analysis, Exchange Support, Financial Issue Resolution, Escalation Handling, Customer Satisfaction (CSAT), SLA Management, Knowledge Base Management, Quality Assurance, Team Management, Coaching, Onboarding |
| LinkedIn | https://linkedin.com/in/robert-osenjak |

## What I'm looking for

```text
I'm available for full-time employment and flexible across time zones.
```

## About

```text
At Proton AG, I owned Proton VPN live chat and led a team of 8 Customer Support Advisors, onboarding and coaching advisors and trainees. I sustained 99.7% team CSAT for over a year and delivered a five-second average first response against a 30-second SLA target.

At Binance, I handled high-volume live chat and investigated missing, delayed and unconfirmed blockchain transactions, reaching 98.3% personal CSAT in my final three months. I also rebuilt support knowledge base content at Proton and integrated Zendesk with Jira and Confluence to help advisors resolve cases and flag issues faster.
```

## Experience

### Owner-Operator (current)

Self-Employed Smallholding. Jan 2026 - Present

```text
Run an agricultural smallholding with full responsibility for daily operations, scheduling, equipment, and seasonal planning. Automated routine tasks to free time for full-time employment.
```

Skills: Agricultural-Operations, Automation, Scheduling, Equipment-Maintenance

### Technical Associate

Katapult (Dewesoft Group). Sep 2025 - May 2026

```text
Hands-on build, assembly, and testing of physical products for early-stage startups. Performed component and mechanical assembly, repairs, soldering of PCBs and electronics.
```

Skills: Assembly, Soldering, PCB, Electronics, 3D-Printing, Testing

### High-Volume Customer Support Specialist

[Binance](https://himalayas.app/companies/binance). May 2025 - Aug 2025

```text
Handled numerous simultaneous live chat conversations in the highest-volume support queue at the world's largest cryptocurrency exchange. Sustained a CSAT of 97.9% improving to 98.3% and specialized in financial and on-chain cases.
```

Skills: Live-Chat, CSAT, Blockchain, Transaction-analysis, Financial-Issue-Resolution, Escalation-Handling

### Customer Support Team Lead (Proton VPN)

Proton AG. Mar 2022 - Jan 2025

```text
Led a team of 8 Customer Support Advisors plus trainees, holding team CSAT at 99.7% for over a year. Delivered an average first response time of 5 seconds against a 30-second SLA target and rebuilt knowledge base content.
```

Skills: Team-Leadership, Coaching, Onboarding, Zendesk, Jira, Confluence, Knowledge-Base-Management, SLA-Management, CSAT, Process-Improvement

### Support Quality Analyst & Advisor (Proton VPN)

Proton AG. Apr 2018 - Feb 2022

```text
Audited support quality, advisor performance, and SLA adherence across a team of 8 advisors plus trainees. Produced weekly and monthly quality reports and developed internal documentation and knowledge base content.
```

Skills: Quality-Assurance, performance-reporting, SLA-Adherence, Documentation, Knowledge-Base, Zendesk

### Customer Advisor (Proton Mail)

Proton AG. Apr 2017 - Apr 2018

```text
Handled 50–70+ tickets and chats per day in a technical SaaS environment. Supported customers with product questions, account issues, and technical troubleshooting via ticket-based communication.
```

Skills: Ticket-Support, Live-Chat, Technical-Troubleshooting, SaaS, Customer-Support

## Education

### Seavus Education and Development Center

Certificate, Computer Systems Networking and Telecommunications. 2016 - 2017

```text
Completed coursework in computer systems networking and telecommunications, including CCNA 1-2, CompTIA Network+, and CompTIA A+ certifications.
```

## Tech stack

- Postman
- GitHub
- GitLab
- Figma
- Zendesk
- Jira
- Bugzilla
- Grafana
- Wireshark
- Linux
- iOS
- macOS
- Windows
- Confluence
- Android

To contact Robert, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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