Brad Burmester Ii Email & Phone Number

Vancouver, Wa, Us

Portland, Oregon, United States

- Became the first team lead for the support department and worked with leadership to build out the position.- Established and currently manages the support team ticket quality assurance process.- Acts as a high level escalation point for customer success.- Meets frequently with other support members as a consultation resource for customer issues, ticket quality assurance and troubleshooting guidance.- Works with the engineering team to build out and manage support processes that assist in interteam communication and preventative customer care.- Builds out plans to approach solving critical and/or extensive customer issues.- Creates and manages knowledge base documentation for the support team’s use in ticket troubleshooting and internal process reference.

Portland, Oregon, United States

- Acted as an escalation point to TSE I for complex and urgent customer issues.- Met frequently with other support members as a knowledge and consultation resource.- Specialized in REST API integration support for escalated and large scale customer needs.- Created and managed support team SQL queries for daily troubleshooting use.- Utilized SQL querying for internal reporting and planning with customer success leadership.- Collaborated with other customer success departments to troubleshoot implementation and customer data issues.- Communicated with the engineering and product teams on support’s behalf regarding product news as well as customer and support needs.

Portland, Oregon, United States

- Provided first line SAAS customer support via phone and email.- Served as first line API application support.- Performed SQL database queries daily to troubleshoot customer issues.- Collaborated with the engineering teams to discuss customer issues and resolution plans.

Tokyo, Japan

- Provided 1 on 1 lessons with Japanese students in order to teach and strengthen various areas of their English.

Greater Seattle Area

- Oversaw the technical support department.- Responsible for managing and educating the department on procedures, processes and new information.- Managed the customer support phone, email and ticketing systems.- Monitored issues and assigned staff to initiate support when needed.- Acted as a knowledge resource and escalation point for TSE I & II staff as well as sales.- Collaborated with sales to coordinate customer implementation plans.- Provided direct support and integration assistance to larger partners for gateway, processing, integration, software and hardware related issues.

Greater Seattle Area

- Acted as a knowledge resource and escalation point for TSE II support staff.- Handled responsibilities in educating and managing TSE I staff on procedures, processes and new information when needed.- Handled in-depth integration and application installs for larger customers and gateway partners.- Handled large scale gateway, processing, integration, software and hardware related issues.

Greater Seattle Area

- Provided first line application customer support via phone and email.- Monitored customer accounts and initiated support where needed. - Handled a variety of issues including software errors, reporting discrepancies and hardware failures.- Acted as a team resource for other TSE I and sales staff.

Bachelor Of Arts (B.A.), Economics, 3.64

Minor, Japanese Language, 4.0

Study Abroad, Economics & Japanese, 4.0

High School Diploma

Japanese, A+

Attended 4 hour classes, 5 days a week from Monday through Friday. Classes held in Tokyo and conducted entirely in Japanese.