Customer Experience Manager - Random Lake, United States - Bertram Communications
Bertram Communications
Random Lake, United States
Verified Company
3 weeks ago
Description
Responsibilities:
- Ensure Bertram Communications is providing our customers with outstanding technical support including timely communication of issues, and the actions being taken to resolve them
- Analyze department activities and develop tools and process improvements to optimize service and staff performance.
- Plan, prioritize, and schedule tech support activities to ensure maximum resolution of issues in a minimum time.
- Determine and enforce department standards and benchmarks.
- Lead and direct the work of the department, training and developing staff members as necessary.
- Ensure staff uses required tools and procedures to identify, document, track and resolve reported problems.
- Answer staff's questions, guiding them through difficult calls or issues, diffusing angry customers, and handling issues that cannot be fielded directly by staff.
- Supervise and assist in review and completion of day to day installation
- Research and deploy new technology, including standardizing configurations and processes.
Requirements:
- Minimum 23 years of experience in customer support/service
- Required degree in IT or business
- Experience with network performance monitoring and troubleshooting tools
- Excellent verbal and written communications skills with the ability to explain technical concepts to nontechnical customers and internal teams
- Ability to work independently as well as collaboratively in a teamorientated environment
- Strong knowledge of routers, switches, access points and load balancing
- A passion for technology
- Analytical and detail orientated
Benefits:
- Onsite training
- Family team environment
- Flexible schedule
We offer full time employees a competitive salary package that includes health insurance, dental insurance, vision insurance, vacation and sick pay, retirement plan options, and opportunities for professional development.
Pay:
$50,000- $60,000 per year
Benefits:
- 401(k)
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- On call
- Overtime
- Weekends as needed
Ability to Relocate:
- Random Lake, WI 53075: Relocate before starting work (required)
Work Location:
In person
Pay:
$50, $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Inperson
- Office
Ability to Commute:
- Random Lake, WI preferred)
Ability to Relocate:
- Random Lake, WI 53075: Relocate before starting work (required)
Work Location:
In person