Nikola Milekić

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

There's one support metric I rarely see on SaaS dashboards.

And it might tell you more than CSAT, NPS, or ticket volume.

It's "First Contact Resolution Rate."

Sounds simple, but here's why it matters:

Most teams track how fast they respond, or how many tickets they close. But few look at whether they actually solved the customer's problem right there, in the first reply.

High first contact resolution means fewer follow-ups, happier customers, less context switching for agents, and real savings on support costs.

It reveals something deeper: Does your team understand the product? Are your help center resources clear? Is information flowing from dev to support?

I've seen teams slash their ticket backlog and improve retention just by focusing on this one metric. Not by working faster, but by working smarter.

Here's my challenge: Audit your last 100 resolved tickets. How many were truly solved in one go? What patterns do you see?

Executives want support to scale without ballooning headcount. This is where you start.

Are you tracking first contact resolution? If not, you might be missing the clearest window into your support team's real performance.

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

Support pros play it safe on LinkedIn.

That's why nobody remembers them.

The posts that get attention?
Real stories.
Actual mistakes.
Behind-the-scenes mess.

Drop the filter.
Show your work.
Get noticed.

Self-service help centers promise scale. Lower costs. Happier customers.

But the truth? They often flop.

Traffic spikes. Tickets stay high. Customers leave. CSAT drops.

Why? Most teams pack help centers with junk. Edge case articles. Useless guides. Tech manuals disguised as answers.

The real questions get lost.

Users hunt, get frustrated, open tickets anyway.

All that work, wasted.

What works instead:

Write only for the top questions.
One idea per article. Simple, clear, loaded with screenshots.
Track real searches. If customers aren't asking, delete it.
Move fast. Launch rough, fix as you go.

If tickets aren't dropping, your help center isn't helping.

Stop writing for yourself. Write for the people who actually use it.

Less is more.

Imagine a world with hundreds or even thousands of people wanting to learn from you!

A world where you:

- charge higher rates for your classes and earn more money;
- create & sell an e-mail program, providing you with passive income and giving you freedom;
- speak at the conferences and panels or get invited for interviews or podcasts;

The only thing you need to get there is a strong personal brand on social media! 

And trust me, this is neither complicated nor influencers and teenagers only!

So far, I have worked with 400+ language professionals from 16 different countries who are selling their services or digital products online. 

Unlike agencies and freelancers working with different kinds of clients, I have been a teacher for 13 years and since 2019 I work with online teachers only.

That means I know exactly what kind of psychological, technical or methodological challenges you might be facing. And I know the most efficient way how to overcome them and build a clear strategy that will lead you into freedom and career of your dream. 

I am your person to go if you are:

- online teacher striving to build a personal brand, create and sell digital products;
- online teacher interested in building a brand as a teacher trainer;
- a language school interested in selling video course or e-mail trainings;
- an event organizer or a podcast host looking for a speaker;

POP ME A MESSAGE TO CHECK IF WE ARE A MATCH! :)

taplio

The Battle

Nikola Milekić

Dragana Pro 👩🏻‍🏫

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taplio

The Battle

Nikola Milekić

Dragana Pro 👩🏻‍🏫

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Nikola Milekić's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreNikola Milekić's LinkedIn Performance