Brigita B.

Technical Support Specialist

Brodski Stupnik, Croatia

Experience

Apr 2025 - Present
8 months
Zagreb, Croatia
Remote

Technical Support Specialist

IBM

  • Delivered comprehensive remote technical support for Lenovo devices across Windows and BIOS/UEFI layers
  • Walked customers through official documentation, self-service tools, and best practices; translated complex concepts into plain language to reduce repeat contacts and increase first-call resolution
  • Oversaw the translation process, ensuring linguistic precision, conceptual consistency and fidelity across the entire text
  • Maintained up-to-date technical knowledge and internal certifications; quickly adapted to new tools, workflows, and policy updates after process changes throughout
  • Managed a high-volume queue of tickets with structured prioritization, precise documentation in CRM/ticketing tools, and clear written communication
  • Flagged recurring issues and contributed feedback to improve internal troubleshooting, raising diagnostic accuracy and customer satisfaction
Nov 2024 - Mar 2025
5 months
Zagreb, Croatia

Customer Service Representative (Project: WebID)

Transcom WorldWide d.o.o.

  • Performed video-based identity verification (KYC) in German in line with strict security and data protection standards
  • Managed multiple databases and authentication tools simultaneously during live verification sessions
  • Identified and escalated potential fraud or irregularities to the security team
  • Delivered clear, calm, and professional communication to ensure a positive customer experience

Summary

Detail-oriented linguist with a strong interest in the intersection of language, technology, and data analysis. Combines deep linguistic understanding with analytical thinking and a structured, quality-focused approach to work.

Languages

Croatian
Native
German
Advanced
English
Advanced

Education

Faculty of Humanities and Social Sciences, University of Zagreb

Linguistics and German Studies · Zagreb, Croatia

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