Nikola Janačković
NPS-L2 (Technical/Hardware Support Agent)
Belgrade,RS
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Agent LvL 2
NCR NPS Walmart
New Belgrade, RS
08.2023 - Current
- Informed customer and certified engineers on field of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Attended regular performance reviews with team members to identify areas for development.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high levels of call flow and responded to technical support needs.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Enhanced team productivity by streamlining troubleshooting processes for common software issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
Agent LvL 1
NCR NPS Walmart
02.2019 - Current
- Hardware, Software, and Network support for Walmart stores, Sam's Clubs, and Neighborhood Market stores in USA and Puerto Rico
- Identifying and remotely resolving problems
- Wide range of units and peripherals such as PC's Thin clients, Printers and other non-POS equipment from some of the world's elite manufacturers: Lexmark, Motorola, Hobart, Ingenico, IBM
- Multitasking between calls, escalations, and various special projects
- Creating a relationship with the client on every call in order to provide maximum customer satisfaction
- Managing an ASA and AHT goals set by customer agreement
Team Leader / Automated assembly line operator
SANG JIN Micron Hungary
03.2017 - 03.2018
- Company Overview: SANG JIN MICRON Hungary is the factory that provides the backside of the TV to Samsung and many other companies
- I was in charge of guiding, monitoring, and leading an entire group
- SANG JIN MICRON Hungary is the factory that provides the backside of the TV to Samsung and many other companies
Education
4th. degree -
Dentist High School
09.2010 - 06.2015
Skills
- Attention to Detail
- Active Listening
- Hard Working
- Flexibility and Adaptability
- Customer Service
- Communication
- Leadership and Teamwork
Timeline
Agent LvL 2
NCR NPS Walmart
08.2023 - Current
Agent LvL 1
NCR NPS Walmart
02.2019 - Current
Team Leader / Automated assembly line operator
SANG JIN Micron Hungary
03.2017 - 03.2018
4th. degree -
Dentist High School
09.2010 - 06.2015
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