Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Personal Information
Timeline
Generic

Armin Mulamehić

Maglaj

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Proven ability to analyze, diagnose and resolve user issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience

Work History

Technical Support Operator

NSoft
08.2021 - Current
  • Mentored junior team members in technical knowledge, fostering a collaborative work environment.
  • Reduced average call time and first response without compromising quality of service by utilizing efficient problem-solving techniques.
  • Contributed to increased first-call resolution rates by conducting thorough research before escalating complex cases.
  • Collaborated with cross-functional teams to identify and resolve systemic issues affecting product performance.
  • Maintained detailed records of all client interactions, ensuring accurate tracking of issues through to resolution stage.
  • Provided excellent customer service, consistently maintaining a professional demeanor during challenging situations.
  • Managed high call volume, effectively addressing the needs of multiple clients simultaneously.
  • Handled escalated calls from frustrated customers, diplomatically addressing concerns while finding effective resolutions.
  • Conducted remote diagnostics sessions with clients to quickly pinpoint the root cause of technical challenges.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.

Coordinator

Youth Association "Dictum Factum"
01.2017 - 01.2021
  • Coordinating the exhibition, Sponsors contact, Content management
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.

Comitee Member

Youth Association "Dictum Factum"
01.2016 - 01.2021
  • Member of the Founding Committee, Creative Direction, Curator, Sponsorships
  • Collaborated with fellow members to achieve consensus on key policy decisions, ensuring alignment with organizational goals.
  • Provided insightful feedback on proposed initiatives, ensuring their successful implementation and sustainability.
  • Organized impactful events that raised awareness about the organization''s mission and expanded its reach within the community.

Education

BA in Economics and Management - Business Informatics

Faculty of Management And Business Economics
Travnik, Bosnia And Herzegovina
09.2022

High School Diploma -

Grammar School "Edhem Mulabdić"
Maglaj, Bosnia and Herzegovina
01.2017

Skills

  • Good communication skills that I acquired through youth activism
  • Remote Technical Support
  • Ticketing system proficiency
  • Effective Communication
  • Adaptability and Flexibility
  • Multitasking Abilities
  • Escalation Handling
  • Incident Management
  • Customer Service
  • Ticket management
  • Product Troubleshooting
  • Attention to Detail
  • Problem-solving abilities
  • Technical issues analysis

Additional Information

Project - Ex Files Maglaj exhibition in cooperation with the President of Croatia, 2017

Project - Ex Files exhibitions, 2016

Languages

Bosnian
Native language
English
Advanced
C1
German
Advanced
C1

Personal Information

Driving License: B

Timeline

Technical Support Operator

NSoft
08.2021 - Current

Coordinator

Youth Association "Dictum Factum"
01.2017 - 01.2021

Comitee Member

Youth Association "Dictum Factum"
01.2016 - 01.2021

BA in Economics and Management - Business Informatics

Faculty of Management And Business Economics

High School Diploma -

Grammar School "Edhem Mulabdić"

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Armin Mulamehić