Srdjan Milacic

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Originally from Novi Sad, Serbia, I spent my formative years in Vancouver, BC, where I garnered most of my educational experiences—with a memorable year in Warsaw, Poland. (Curious about my last day there? Let's chat!)

Football (or soccer, as some might say) runs deep in my veins, and I have a keen appreciation for comedy, crafting cocktails, and forming genuine connections.

I thrive in the company of problem-solvers, and while I consider myself one too, my strength lies in active listening and posing insightful questions. To me, the essence of authentic communication hinges on understanding individuals and asking the right questions.

While I'm immersed in the world of technology, a part of me wonders about an alternate reality where I delved into psychology or counseling. As for the future, envision a comedy club with an extensive cocktail menu, owned by yours truly—and consider this your invitation!

Mid-Market Account Executive

T2 Systems

Product Support Analyst

Sapling

Sapling is a People Operations Platform that automates your workflows - from onboarding to offboarding and everything in between - by connecting people data across your existing systems.

As the platform of choice for InVision, OnDeck, Digital Ocean, Coupa and more, we believe when you create a great employee experience, People Ops can better support teams to do their best work.

Product Support Specialist

Adobe

•	To provide the Best Customer Services to the customers,
•	Taking actions on the escalated accounts where CS T1 agents are not able to take actions, they need the further assistance, any refunds needed, any approval or any types of exceptions needed i.e. for Free- of- Cost Post Announce Upgrade, Exception on the discounts, Re- Serialization, Tax Refunds, Complete Return/ Refund of the Software and the Money, Platform Swap etc.,
•	Doing analysis on each and every account whether the customer is escalating the genuine issue or not, to check the fraudulent activity.
•	Taking the escalated calls of the Adobe Customers transferred from Adobe Headquarter,
•	Taking the escalated calls which are routed from the CS T1s,
•	Taking the escalated calls transferred from other different teams as well
•	Work directly with Regional Tier 2 and CAM support consultants and all GEO’s Stake holders on product issues to investigate and resolve escalated customer cases.  
•	As a key member of the Customer Services Tier 2 team in Noida, Providing in-depth Customer support  to new and existing Adobe Customers, Partners, SEs queries for the Americas/EMEA/ APAC Regions  along with  handling CQA Escalations.  
•	Coordinating and working closely with team members to ensure smooth progress of Process work.
•	Managing case assignment through E-mails and Chat Support on technical as well as customer services based issues.
•	Monitoring issues of customers on social media channels Like Facebook & Twitter with regular follow ups in providing them quick resolutions.
•	Actively participating on Adobe forums to keep a check on Issues reported by customers to be taken care off. 
•	Handling Customer queries through SLA bound CCRT Tool (Customer Care response tool) to action ADHOC Escalated queries for the customer.
•	Closely working with different Business units and assisting senior management in running o

Customer Support Consultant

IBM Daksh

Technical Support Analyst

•	Work directly with Regional Tier 2 and TAM support consultants and all GEO’s Stake holders on product issues to investigate and resolve escalated customer cases.  Escalated support cases are transferred into the TRT consultant's work queue. 
•	As a key member of the TRT team in Noida, Providing in-depth technical support  to new and existing Adobe Customers, Partners, SEs for their Applications for the Americas/EMEA/ APAC Regions  along with  handling Exec Escalations.  
•	Set up reproducible test cases to model reported product defect behavior on a variety of hardware and software platforms. 
•	Proactively meet with Tier 2/TAM consultants to review open support cases and provide direction / next steps, in advance of formal escalation requests. 
•	Evaluate customer requests for engineering hot fixes based on defined criteria. 
•	 Interface with engineering teams to manage the hot fix process for assigned escalations.  Communicate requirements to Engineering (and management), validate bug reports, communicate issue status to Tier 2/TAM (and Support management), validate hot fix (functional testing). 
•	Contribute to the online knowledge base by regularly writing and reviewing technical articles ("Tech Notes") for publication on the support web site. Coordinating and working closely with team members to ensure smooth progress of Process work.
•	Managing case assignment through E-mails and Chat Support on technical as well as customer services based issues.
•	Monitoring issues of customers on social media channels Like Facebook & Twitter with regular follow ups in providing them quick resolutions.
•	Actively participating on Adobe forums to keep a check on Issues reported by customers to be taken care off. 
•	Handling Customer queries through SLA bound CCRT Tool (Customer Care response tool) to action ADHOC Escalated queries for the customer.
•	Providing feedbacks and suggestions on modifying Process SOP’s (Standard Operating Procedures) to refrain process gap.

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The Battle

Srdjan Milacic

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