Customer Experience Manager

3 weeks ago

Random Lake, United States Bertram Communications Full time

**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.

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

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:

- 2 years

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Ability to Commute:

- Random Lake, WI 53075 (preferred)

Ability to Relocate:

- Random Lake, WI 53075: Relocate before starting work (required)

Work Location: In person

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