Bertram Communications LLC has an exciting opportunity for a qualified candidate to join our growing team as a full time Customer Experience Manager . The ideal candidate would be a self -motivated, high organized individual who is passionate about technology and leading a strong compassionate team!
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 2-3 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 non-technical customers and internal teams
· Ability to work independently as well as collaboratively in a team-orientated 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.
If you meet the above requirements and are interested in this exciting opportunity, please submit your resume for consideration.
Job Type: Full-time
Pay: $50,000- $60,000 per year
Benefits:
- 401(k)
- 401(k) matching
- 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
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Application Question(s):
- Do you have a strong knowledge in Juniper routers and switches?
Education:
Experience:
- Customer Service/Support: 2 years (Required)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Random Lake, WI 53075 (Required)
Ability to Relocate:
- Random Lake, WI 53075: Relocate before starting work (Required)
Work Location: In person