Customer support is the kind of job you only notice when something goes wrong—and that’s exactly when you need someone who can stay calm, connect the dots quickly, and resolve the issue without creating additional complications. That’s where the difference becomes clear between “I’ll reply later” and true professional support.

Jelena Perišić has more than 15 years of experience in administration and customer support. Today, she works as a virtual assistant, focused on customer support and operational tasks—including financial checks such as payment verifications, cancellations, and refunds.

In this interview, Jelena shares how she moved from large teams to independent work, what her day-to-day looks like in customer support for Entrio, and which skills are essential to deliver the job quickly and accurately.

How did you enter the world of virtual assistance, and what led you to become part of the GoThrive team?

I entered the world of virtual assistance after 15 years in administration and customer support. At one point, it just clicked that it was time to become independent and build something of my own. Honestly, I no longer saw myself as part of a large organization or in a classic 9-to-5 workday.

Working from home suits me really well for now, even though I sometimes miss the buzz of an office—and not being in sweatpants all the time. But the more time passes, the harder it is to imagine going back to the old way of working. I believe being a VA is a profession of the future, especially for people who like organization, clear processes, and problem-solving.

I found GoThrive while researching virtual assistant courses, and their program simply felt like the best fit. Then I watched a free webinar hosted by Toni Milun and Katarina, and I immediately liked the vibe. And honestly—the rest is history.

What was the hardest part of transitioning from a “big team” environment to working independently?

The biggest change was switching to setting my own pace and realizing that my organization is literally my responsibility. In a team, some things get solved naturally because there’s an existing structure. When you work independently, you have to create that structure yourself. The good part is that you can build a structure that truly works for you.

What does a typical workday look like for you in customer support for Entrio? What tasks do you handle, and what do you enjoy most about that part of the job?

Most days, it’s now a well-established routine—and that suits me perfectly. I start the day by checking customer inquiries, opening their cases, investigating what exactly happened, and then responding clearly and directly, without unnecessary back-and-forth or sending people in circles.

A smaller portion of the work involves financial tasks—for example, verifying bank payments, handling disputes with payment processors, cancelling orders, and processing refunds when, for instance, an event is postponed, and similar situations. This is the part of the job where you really have to be precise, because one wrong piece of information can create an even bigger problem.

What I enjoy most is that moment when you take someone’s “it’s not working” or “I don’t know what happened,” trace it back to a concrete fact, explain the situation, and you can tell the person feels relieved. That’s the best feeling in customer support.

Can you recall a particularly challenging situation or customer request and describe how you resolved it?

There are truly all kinds of situations—some fun, some less fun—but due to data protection, I’m not authorized to share details.

What I can say in general is that it’s most challenging when people reach out stressed or angry, and you have to stay calm, quickly understand what the issue is, check all traces in the system, and provide a solution that is accurate and compliant with the rules. In those situations, I follow one rule: first, I calm the communication down; then I verify the facts; and only after that do I draw conclusions. And in general—every day brings something new.

What are three skills you couldn’t do this job without, and how did you develop them?

First, responsibility toward clients and the work. If someone relies on you, it’s not something you do “on the side” - it’s serious.

Second, self-discipline. When you work from home, no one is standing over your shoulder, so you need to structure your day and tasks in a way that helps you complete them faster and more easily. I follow the “eat that frog first” rule: I handle the hardest and most important thing first, and everything else feels easier after that.

Third, precision. I give each task enough time and make sure I understand exactly what needs to be done to avoid mistakes. Of course, anyone who works makes mistakes - but I try to keep those to a minimum.

I developed these habits throughout my career, but part of it is also personality. That’s just how I am—either I do it properly, or not at all.

What would you say to someone considering working as a VA in customer support for the first time?

If you have the knowledge and experience—and the motivation and willingness—just start. Seriously.

Customer support can be demanding, but if you enjoy solving problems and you’re driven by the feeling that you’ve helped someone, it can be a great direction. The key is to be aware from the beginning that you’ll need to learn, be fast, and still remain calm and professional. And that comes with practice.

Jelena Perišić is a virtual assistant with over 15 years of experience in administration and customer support. She focuses on organization, business process optimization, and reliable operational support, with additional training in monday.com to help clients organize their work more effectively and implement digital tools.

Contact: jperisic17@gmail.com