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Saša Zgrabljić
Saša
I’m a computer enthusiast with an experience in both tech support and customer service roles, as well as people management and leadership.
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sasazgrabljic
Croatia
English, Croatian, Italian, Macedonian
Croatia
High School Diploma
Above and Beyond, Accomplishment, Accountability, Boldness, Challenge, Clients, Discipline, Fierce, Innovation, Kindness, Knowledge, Learning, Recognition, Work/Life Balance
Animals/pets/dogs, Board/tabletop games, BoardGames, Computer activities, Dancing, Listening to music, Pole Dancing, Video Game Creation, Video Games, Watching movies

I’m a computer enthusiast with an experience in both tech support and customer service roles, as well as people management and leadership.

My experience so far has enabled me to develop good communication and organizational skills, the ability to function well under pressure and an analytical/diagnostic approach to tasks and problems. I am capable of working well both independently or as a part of a team.

I am eager to learn something new from every experience as there is always room for self-improvement both personally and professionally.

Adobe Photoshop, Analytical Skills, Coaching, Content Management Systems (CMS) - Continuity Management, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service, Key Performance Indicators, Knowledge Base, Tech support, Training, Troubleshooting, Websites, WordPress, Zoom
Customer Service
7 - 10 Years of experience
IT
> 10 Years of experience
Full-Time, Part-Time

Head of Support — Plus Hosting, Croatia
March 2016 - September 2019

  • Supporting customers with web hosting related inquiries
  • Carrying out daily ticket and call quality reviews
  • Managing a team of remote support agents
  • Maintaining internal and external knowledge base
  • Handling all legal documentation within the company
  • Planning and execution of multiple projects for the company
  • Managing all daily operations within the company

Google Apps specialist / training lead — Voxpro, Ireland
November 2013 - February 2016

  • Providing technical support to Google Apps customers
  • Reviewing agents’ tickets, performance and quality
  • Maintaining both internal and external Google Apps knowledge base
  • Identifying and submitting bugs to Google Engineers
  • Creating training decks according to pre-set quality guidelines
  • Delivering training to new and existing employees

Technical support specialist — Plus Hosting, Croatia
May 2012 - September 2013

  • Supporting customers with web hosting related inquiries
  • Monitoring of server and application status
  • Maintaining Windows IIS and Apache web servers
  • Installation and configuration of web server software

Technical support specialist— Infobip, Croatia
October 2009 - January 2012

  • Providing technical support to customers via chat and email
  • System monitoring and quality assurance
  • Logging and prioritizing user support requests for further escalation
  • Documenting and maintaining support policies and procedures
Experience