Brigita B. - Technical Support Specialist

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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.