Matevz Filej

Technical Operations Specialist with a proven background in high-volume gaming support. Expert in leveraging AI-driven workflows to automate ticket triage, drastically reduce resolution time, and eliminate recurring technical bugs. Passionate about merging deep-dive technical troubleshooting (SQL, API, Log Analysis) with proactive player experience strategies.

Technical Support & LiveOps Specialist at 5CA (2022-01 – 2023-01)

Resolved complex gameplay and account-level technical issues for Dead by Daylight within a Zendesk environment. Optimized support efficiency by integrating AI-assisted workflows to accelerate ticket diagnosis and response times. Bridged the gap between player-reported issues and engineering triage by identifying and documenting recurring system bugs. Supported a multilingual player base in English and German.

Customer Support Specialist at City Connect (Vattenfall) (2020-01 – 2022-01)

Managed customer inquiries for the German market via phone and email. Handled data management and case resolution using an internal SAP-based system. Assisted clients with contractual, billing, and service-related technical issues.

Freelance Digital Work & Customer Communication (2010-01)

15+ years of freelance experience in written customer communication, content writing, translation, and digital coordination for international clients.

Community & IT Support Assistant at Municipality of Ruse (2013-01 – 2013-12)

Provided basic IT support and computer/mobile phone training for local residents and senior citizens.

Professional higher education in Media production – Higher School of Media Production

General secondary education – Second Gymnasium Maribor