Support Technical Representative

B&L Information Systems is a leading provider of Enterprise Resource Planning (ERP) software solutions, headquartered in Bridgman, MI. They are seeking a Support Technical Representative to provide excellent customer support services for their Odyssey ERP software, focusing on troubleshooting technical issues and ensuring customer satisfaction.

Responsibilities

• Develop and maintain extensive knowledge of the Odyssey ERP software through ongoing training and self-directed learning, serving as a knowledgeable resource for customers across all support interactions
• Serve as the primary point of contact for customers experiencing technical issues related to their ERP environment, including software functionality, printers, browsers, devices, network connectivity, and API connections
• Answer inbound support calls professionally, actively listen to customer-described issues, and assess the best path to resolution in a clear and patient manner
• Troubleshoot API connection issues between the Odyssey ERP and third-party applications, identifying failures related to authentication, endpoint configuration, and data transmission errors
• Pick up and manage unassigned service tickets from the support queue, researching issues thoroughly and following each ticket through to a satisfactory resolution, including any follow-up issues that arise after initial closure
• Maintain and regularly check the Odyssey database for known customer issues and documented fixes to support faster and more accurate resolutions
• Log all customer interactions accurately in the ticketing system, including call details, dates, times, actions taken, and all follow-up communications to ensure full ticket documentation
• Maintain consistent communication with customers throughout the lifecycle of a support ticket, providing regular updates on progress and expected resolution timelines
• Assist customers in validating API credentials, reviewing connection logs, and coordinating with internal development teams when deeper investigation is required
• Create and update internal and external documentation as the Odyssey software evolves, ensuring resources remain accurate and useful for both customers and support staff
• Escalate issues beyond first and second tier support scope to the appropriate internal teams while maintaining ownership of the customer relationship and keeping clients informed
• Identify recurring technical issues and customer pain points across the support queue and surface trends to internal teams to drive proactive improvements

Skills

• Ability to work as part of a team
• Strong Interpersonal communication skills
• Problem analysis and problem solving
• Organizational skills and customer service orientations
• Adaptability and ability to work under pressure
• Initiator
• Eye for details
• Associate's degree in IT, Accounting, Computer Sciences, or relevant field
• Previous experience in a customer-facing support or service role
• General business knowledge across areas such as IT, manufacturing, and accounting
• Ability to quickly learn and navigate new software, including ERP systems
• Strong communication skills with the ability to explain technical concepts in plain language
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Basic understanding of common technical issues including printers, browsers, devices, and network connectivity
• Familiarity with API connections and the ability to troubleshoot basic integration issues
• Experience using a helpdesk or ticketing system with strong documentation habits
• Creative problem-solver with strong research, follow-up, and organizational skills

Benefits

• Incredible health benefits (Traditional and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Flex Paid time off as well as company holidays, sick leave, bereavement leave, and 4 weeks of fully paid parental bonding leave.
• Short and long-term disability and life insurance.
• Additional optional benefits include wellness reimbursement and tuition reimbursement.
• This is a hybrid position that requires 3 days per week at our Bridgman office and allows 2 days per week, work from home.

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