Nikola Milekić

lemlist

Creating/updating help center articles.
Creating internal procedures.
Mentoring new team members.
Creating performance reports.
Helping team members with complex issues and managing escalations.
Testing features and reporting bugs prior to release.
Working closely with the development team on bug investigation and potential fixes.

Customer Support Team Lead @ Taplio & Tweet Hunter

Building help center from scratch.
Responding to customer emails and chats.
Onboarding customers and providing demos for potential customers.
Troubleshooting technical/product issues.
Explaining features, pricing, or policies.
Processing refunds or account changes.

Customer Support Representative @ Taplio & Tweet Hunter

Customer Success

Agent Procedure Documentation: Drafting comprehensive documentation outlining agent procedures to ensure standardized and efficient execution of tasks in alignment with organizational protocols.

Zendesk Ticketing System Configuration: Expertly configuring the Zendesk ticketing system to optimize its functionality, streamlining the workflow and improving the overall efficiency of issue resolution processes.

Help Center/Knowledge Base Configuration (Zendesk/Atlassian Confluence): Configuring and maintaining the Help Center/Knowledge Base on platforms such as Zendesk and Atlassian Confluence to provide accessible and comprehensive information resources for users.

Collaboration with IT Team: Collaborating closely with the IT team to manage and optimize Microsoft Exchange, Microsoft Teams, and Microsoft Intune, ensuring seamless integration and efficient utilization of these platforms within the organizational framework.

Customer Support Team Lead

Customer Inquiry Management: Professionally addressing customer inquiries through both telephonic conversations and email communications, ensuring timely and accurate resolution to enhance overall customer satisfaction.

Testing for Online Insurance Services Platform: Conducting rigorous testing on the online platform for insurance services, utilizing tools such as JIRA Software and Slack to collaborate with the development team. Reporting identified bugs and submitting structured feature requests for continuous improvement.

Software Documentation: Thoroughly documenting software functionalities, procedures, and specifications to provide clear and concise reference materials for both technical and non-technical stakeholders.

Customer Support Specialist

NCR Corporation

User Account Management: Overseeing the seamless management of user accounts, including the transfer of users between different restaurant locations, facilitating access to E-pay, executing user promotions, and ensuring overall user account integrity.

Restaurant Network Support: Providing comprehensive support for restaurant networks, encompassing the configuration of computer networks, administration of Cisco Meraki switches and firewalls, strategic rebooting of modems and access points, content updates for digital menu boards, guiding employees through PC reimage processes, and configuring drive-through timers.

Point of Sale and Payment Support: Offering expert assistance in the realm of point-of-sale systems and payments, involving the initiation of Verifone pin pads and Honeywell scanner setups, troubleshooting, and ensuring the smooth operation of these critical components.

Repair Management: Efficiently managing repair processes by dispatching essential parts and skilled technicians, ensuring timely and effective resolution of issues to maintain operational continuity.

Service Desk Agent L1

Autoelektričarska radnja 

Elektrotehničar elektronike na vozilima

Customer Support Representative @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Proactive and detail-oriented Customer Support Specialist with over 3 years of experience in SaaS support, IT systems administration, and process optimization. Skilled in building scalable help centers, designing efficient workflows, and leading cross-functional collaboration. Fluent in tools like Intercom, Zendesk, and Notion. Committed to delivering exceptional user experiences and continuous service improvement.

🔹 Specialties: Customer Success | SaaS Customer Support | Zendesk & Intercom | IT Infrastructure Support | Knowledge Base Management | Ticketing System Optimization | POS and Payment Systems | SaaS Testing & QA | IT Service Management (ITSM)

Always open to connecting with fellow professionals in Customer Success, Tech Support, and SaaS Operations. Let’s collaborate and grow together!

📩 Contact: milekic.nikola24@gmail.com

Customer Support Representative

Stop scrolling—this might be the most honest post you’ll see today.

I’m running a test.

Not the kind with shiny dashboards or clever automations. 
Just a simple, human experiment: Does anyone actually see posts that don’t promise the next “secret hack”?

So here it is—no hacks, no big insights. 
Just a test.

If you found this, you’re proof that people still notice real stuff mixed in with all the noise.

Curious—what's the most surprising post you’ve come across lately?

Customer Support Team Lead @ Taplio & Tweet Hunter | IT Engineer & Entrepreneur

Your personal brand isn't what you say it is. 
It's what your customers whisper about you after their last support ticket.

We spend hours on branding, new logos, catchy campaigns. 
But when was the last time a customer raved about your homepage? 
Now compare that to a moment when someone remembered a support agent who actually solved their problem.

Marketing wants credit for growth. 
But if your customer support sends out cold, rushed, or robotic replies, that's your brand now. 
Not the shiny product launch or the About page you labored over.

The uncomfortable truth:
→ Your last support reply is your brand.
→ Not your logo.
→ Not the press release.
→ Not your next campaign.

One tone-deaf email can wipe out months of smart marketing. 
One thoughtful, human reply can make customers stay loyal for years.

Support isn’t a “cost.” 
It’s the heartbeat of your company. 
If your inbox was the only window into your business, would you be proud of what people read?

Most leaders forget this. 
They obsess over new features, but never ask, "How does support sound when we’re tired, stressed, or in a rush?" 
They chase viral posts and ignore the stories customers share with ten friends—and those stories are about how your team made them feel heard.

So why pretend support is a checkbox? 
It’s the real engine of reputation. 
If you had to pick: viral ad or ten true fans who share your name because you truly helped them—what would you choose?

I'm curious. 
Which shapes your brand more—your marketing or your support team? Nebojsa Marovic

What if your personal brand isn’t what you say it is? What if it’s what your customers whisper to each other after their last email exchange? Think about it. Marketing gets all the credit. But how often do you remember a clever ad versus a great support experience? Entrepreneurs spend hours crafting the perfect post. But one tonedeaf reply in support? It can undo months of effort. Here’s the uncomfortable truth: → Your last support reply is your brand.

↳ Not your logo.

↳ Not your About page.

↳ Not your latest product launch. If your support feels rushed, cold, or dismissive, that's your brand now. If it feels personal, helpful, and human, that’s what people remember. Would you rather have a viral campaign, or a customer who tells 10 friends, “They actually listened to me”? Why do so many leaders ignore the power of a single email reply? Is support still treated like a cost when it should be the core? If your support inbox was the only window into your company, would you be proud of what people see? I want your take. What’s more powerful: your marketing or your support team?

Great SaaS support isn’t just about quick replies.

It’s about having clear workflows and a solid help center. 
These help teams solve problems fast—and let customers find answers on their own.

Does your support process help customers help themselves? 
What’s your best tip for making it even better?

Most people try to make their help centers as detailed as possible.

That sounds good, until you realize how fast things change in SaaS.

Here’s the mistake I see all the time:
Adding step-by-step guides or screenshots for every feature, even for parts that change every other sprint.

It’s tempting. You want everything to be clear for users. 
But the problem is when your product changes (and it always does), your help center is suddenly out of date. Sometimes overnight.

And if your dev team pushes changes without telling you? 
Now your help page is a mess, and your customers are confused.

This leads to:
More support tickets. 
Wasted time fixing docs that keep breaking. 
And users losing trust in self-service because the info never matches what they see.

Here’s a better approach:
Keep the help center focused on the core flows and principles. 
Don’t get too specific in areas that change all the time. 
Instead, explain the goal, the outcome, and give users a way to reach support if they get stuck.

You don’t need to document every pixel. 
You need to help people solve their problems, even if the UI just changed.

Building a help center? 
Think long-term. 
Make your docs future-proof, not fragile.

Getting tickets closed fast might look good on a dashboard. 
But if you’re only celebrating speed, you’re missing the real story.

Here’s the uncomfortable truth: 
If you’re measuring your team by how quickly they close tickets, you’re celebrating a symptom, not a solution. 
It’s the classic “spray some water on the smoke and ignore the fire” move.

Most companies love to brag about their lightning-fast support. 
But what if your customers didn’t need to reach out at all? 
That’s a game changer. 
That’s the jackpot.

Let’s be real—every ticket is feedback. 
It’s a sign your product, onboarding, or docs left someone confused or stuck. 
Instead of asking “How fast can we answer?” 
Ask “Why did this person need help in the first place?”

When you flip the script, crazy things happen:
→ Customers help themselves because they actually can.
→ Support isn’t a sweatshop—it’s a source of insight.
→ Your team stops chasing quick wins and starts fixing what’s broken upstream.
→ Product improvements suddenly become obvious.

How do you start?

1. Take your last 100 support tickets. 
2. Group them by problem. 
3. For each issue, ask: “What’s the real reason this happened?” 
4. Fix the cause. 
5. Build better docs, smarter onboarding, and product features that stop tickets before they start.

Train your agents to look beyond the ticket. 
Reward them for making issues disappear, not just for closing them fast. 
Stop the badge ceremony for “speed” and start one for “prevention.”

True customer obsession? 
It’s not winning at the race to solve problems. 
It’s building a world where your customers rarely hit a wall.

If you want fans, not just customers, make support so good it’s hardly needed.

Still think speed is king? 
Or ready to make support the exception, not the rule?

What’s your take?

Your brand? Yeah, it’s not what you post about or slap on your website. 
It’s what folks are whispering about you after their last support ticket. That’s where the real truth lives.

We all grind out hours for slick logos and cool campaigns. But, like, when’s the last time a customer actually got hyped about your homepage? 
Now think about the last time someone lit up over a support agent who actually had their back.

Marketing’s always out here chasing the spotlight for growth. 
But if your support team is dropping ice-cold, copy-paste replies, guess what? 
That’s your brand—right there. 
Not your shiny product launch. 
Not the sweet About page you sweated over.

Here’s the brutal bit:
→ Your last support reply IS your brand.
→ Not your logo.
→ Not that big press drop.
→ Not the next campaign.

One cringey, tone-deaf email? Boom—months of marketing effort, gone. 
But one real, caring reply? That can turn someone into a fan for life.

Support’s not just some bill you pay. 
It’s the heartbeat of your whole crew. 
If your inbox was the only thing people saw, would you actually be hyped for what they’d find?

Wild how most leaders totally blank on this. 
They stress about features, never about how support sounds when it’s 9pm and everyone’s running on coffee fumes. 
They want to go viral on LinkedIn but ignore those stories people tell their friends—and those stories always come down to how your team made them feel.

So why treat support like a boring checkbox? 
It’s the real engine under the hood. 
If you had to pick: a viral ad, or ten diehard fans who tell everyone about how awesome your team was—what’s your move? 🏆

Serious question— 
What do you think shapes your brand more? Your marketing, or your support team?

li_at

JSESSIONID

Talks about #motivation, #socialmedia, #productivity, #entrepreneurship, and #personalbranding

Everyone’s obsessed with personal branding hacks. But here's the secret most miss: Your brand grows (or dies) with every customer support reply. At Taplio, we’ve learned this the hard way. Entrepreneurs come to us for branding help. But it’s not their tagline holding them back. It’s the last unanswered message in their support inbox. Here’s what we do differently: → We train support teams to become brand builders.

→ We review real interactions, not just marketing copy.

→ We coach on tone, empathy, and followthrough.

→ We turn every support win into a branding asset. Imagine your next customer shares your support reply instead of your ad. That’s when you know your brand is real. Ready to build a brand that’s more than skindeep? I’m offering a free guide: '5 Ways to Turn Support Into Your Brand’s Secret Weapon.' Like this post and comment 'support' to get it.

Taplio

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