Available to hire
Daniel Gashi is a customer care specialist focused on building fast, efficient AI-assisted support experiences. He has hands-on experience with ticketing, customer experience across channels, and help-center content—while contributing to AI agent chatbot development in an early access program.
He also has a strong media background from audio engineering and video editing, enabling him to create and refine customer-facing articles and content with clear structure and strong communication.
Experience Level
Language
German
Fluent
English
Fluent
Italian
Advanced
Serbian
Fluent
Croatian
Advanced
Work Experience
Customer Care Specialist at Native Instruments GmbH
January 1, 2024 - PresentSpecializes in AI-empowered customer support processes to improve efficiency and deliver faster solutions. Handles platform administration in Zendesk (ticketing and chat bot programming), customer experience across channels (email, chat, automations), and e-commerce management including payments, order management, and subscriptions. Writes and edits help-center articles, and supports AI agent bot development through early access programs with Zendesk feedback loops. Acts as a reference point within the team for topics such as webshop, product usage, and installation, and contributes to higher-level tasks like issue tracking and improving customer experience.
Junior Customer Care Agent at Native Instruments GmbH
January 1, 2023 - January 1, 2024Managed tickets efficiently on a daily basis and supported customer care infrastructure with brand-specific knowledge development. Produced daily reporting on issues related to webshop, subscriptions, licensing, payments, and activations. Created Jira tickets and problem tickets to track and manage recurring issues.
Working Student in Customer Care at Native Instruments GmbH
September 1, 2022 - September 1, 2023Worked on daily ticket handling, supporting customer care in both infrastructure and brand-specific knowledge areas.
Sales Assistant at Watch Group Italia
January 1, 2017 - January 1, 2019Assisted sales experience in-store, including order and stock management, as well as sales analysis.
Education
Audio Engineering Diploma at SAE Institute Berlin
January 1, 2022 - January 1, 2024Bachelor’s Degree in Architecture (English) at Politecnico di Milano
January 1, 2017 - January 1, 2021Classical High School at Liceo G. Carducci
January 1, 2012 - January 1, 2017Pre-academic Diploma in Piano at Conservatory of Milan
January 1, 2011 - January 1, 2017British Council C1 Course at British Council
January 11, 2030 - July 10, 2026Qualifications
British Council C1 Level Course
January 11, 2030 - July 10, 2026Industry Experience
Retail, Media & Entertainment, Professional Services, Software & Internet, Retail
Experience Level
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