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.

Ritchie PETTAUER

🟦 "I smuggle doggies into your feed!" ➡️ LinkedIn™️ Certified // Social Media Lecturer @ University of Vienna ➡️ Social Selling / B2B Trainings for Sales/Marketing/HR teams ➡️ Thought Leadership for CxOs ⬇️⬇️⬇️⬇️

Most B2B marketing strategies fail because they treat LinkedIn as a distribution channel rather than a Trust Infrastructure. For CMOs in the DACH region, the challenge is shortening the sales cycle through Semantic Authority.

If your team’s content lacks a distinct "Topic Fingerprint," it is labeled as background noise and buried. I help executives and teams extract their deep expertise and structure it so the Knowledge Graph recognizes them as indispensable authorities.

The 3-Step Authority Framework:
1) Audit for Entity Clarity to ensure search algorithms categorize you correctly.
2) Deploy a PAR-based content system to build proof-of-work.
3) Automate the "noise" while personalizing the "signal" to increase high-value lead conversion.

I help marketing leaders transform their executive teams into thought leaders, ensuring your brand is the "First-Mover" in your vertical's digital ecosystem.

My 3×3 Authority System

🔷 Profile (The Anchor): Beyond keywords. We build a conversion path based on proof and your unique value line.
🔷 Network (The Graph): Targeted ICP mapping and trust-building DMs that treat your network as a high-value asset, not a list.
🔷 Content (The Fingerprint): Moving from generic updates to Actionable and Structured Expertise. We focus on depth that survives semantic scrutiny.

The 12-Week Roadmap

Weeks 1–5: Extraction. Kickoff, goal setting, and profile optimization to establish your baseline authority.
Weeks 6–9: Refinement. Building your content pillars and testing CTAs against the "Knowledge Graph" logic.
Weeks 10–12: Scaling. Handover of a sustainable quarterly plan and KPI tracking that measures real business impact.

Proofs of Concept (Anonymized)

❇️ Industry: Metals (DACH region), 11-person team.
✅ Result: +41% target-audience reach via semantic authority (zero media spend).
✅ Outcome: +12 qualified demo requests and an earned C-level speaking slot.

❇️ Industry: Finance (DACH region), 2k+ employees.
✅Result: +280% internal interaction, +220% reach for the company page

Stop creating background noise. Start building your Topic Fingerprint.
Ready to shift from the Social Graph to the Knowledge Graph?

🟧 Personal Context 🟧

I’ve been dissecting digital trends since the early days of blogging. That same curiosity drives me today. Whether I’m analyzing LLMs, sharpen knives or tend to my garden: I believe that clear thinking leads to clear results, both in personal life and in business.

📩 Send me a DM or email: ritchie@pettauer.net 
I’ll reply with my Authority Checklist and a link for a 20-minute strategy slot.

3x3 LinkedIn™️ Workshops & Coachings für Unternehmen | Individuelle Beratung für CEOs

Organisches LinkedIn-Marketing hat sich zu einem komplexen, aber lohnenden Set von Aufgaben entwickelt. 𝗠𝗼̈𝗰𝗵𝘁𝗲𝘀𝘁 𝗱𝘂 𝘀𝗰𝗵𝗻𝗲𝗹𝗹𝗲𝗿 𝗘𝗿𝗴𝗲𝗯𝗻𝗶𝘀𝘀𝗲 𝘀𝗲𝗵𝗲𝗻?

Ja, LinkedIn ist zeitaufwändig.
Ja, ich bin ein teurer Berater.

Aber hast du dich schon einmal gefragt:
Welche LinkedIn-Routinen & Kniffe sind absolut essenziell für meinen Erfolg?
In anderen Worten: 𝗪𝗲𝗹𝗰𝗵𝗲 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻-𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲 𝗶𝘀𝘁 𝗱𝗶𝗲 𝗲𝗳𝗳𝗶𝘇𝗶𝗲𝗻𝘁𝗲𝘀𝘁𝗲?

Ich kann folgendes für dein Unternehmen tun:

A) Fundierte Antworten auf komplexe LinkedIn-(Strategie)-Fragen liefern.
B) Dein Sales- und Marketing-Team zu effizienten LinkedIn-Nutzer:innen qualifizieren.
C) Deinen Mitarbeiter:innen zeigen, was sie mit dem Sales Navigator alles tun können.

Wie schaut unsere Zusammenarbeit aus?

Online-Workshops und individuelle Beratungs-Sessions: Flexibel und an deine Bedürfnisse angepasst.

𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗕𝗮𝘀𝗶𝗰𝘀 1-2h | Level: Einsteiger
LinkedIn-Grundlagen, Funktionsweise des Algorithmus und Profil-Optimierung.

𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝟯𝘅𝟯 3x2h | Level: Fortgeschritten
Session 1: Personal-Branding (Grundlagen & Profil-Optimierung)
Session 2: Social-Selling (Lead-Recherche und Netzwerkaufbau)
Session 3: Content-Strategy (Themenplanung und Best Practices für Postings)

𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗔𝗱𝘃𝗲𝗿𝘁𝗶𝘀𝗶𝗻𝗴 𝗕𝗮𝘀𝗶𝗰 2h | Level: Einsteiger
Funktionsweise des LinkedIn AdManagers, Kampagnenziele, Targeting & Sujets

𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻 𝗖𝗮𝗺𝗽𝗮𝗶𝗴𝗻 𝗦𝗽𝗮𝗿𝗿𝗶𝗻𝗴 individuell | Level: Fortgeschritten bis Profi
Ich gehe mit dir deine Kampagnen(planung) durch und bringe dich auf neue Ideen.

𝗦𝗮𝗹𝗲𝘀 𝗡𝗮𝘃𝗶𝗴𝗮𝘁𝗼𝗿 𝗪𝗼𝗿𝗸𝘀𝗵𝗼𝗽𝘀 2h bis 3x2h | Einsteiger bis Profi
Dein Team hat die Lizenz, aber noch keine Ergebnisse? Onboarding, Setup und alle Tricks zu Alerts, Suche und Leadlisten. Individuelles Angebot auf Anfrage.

Möchtest du mehr wissen? Schick mir eine Direktnachricht oder eine E-Mail: ritchie@pettauer.net.

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Ritchie Pettauer

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taplio

The Battle

Nikola Milekić

Ritchie Pettauer

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