What are the responsibilities and job description for the Support Representative position at B&L Information Systems Inc?
Job Title: Support Representative
Department: Professional Services
Reports To: Support Representative Supervisor
Status: Fulltime/Hybrid
An ideal candidate will possess strong problem-solving skills, be composed and have a passion for helping customers succeed. Are you able to adapt, communicate effectively, prioritize tasks, and enjoy solving puzzles? Great news! B&L Information Systems is looking for a Support Representative to join our team in Bridgman, MI. office.
About Us:
B&L Information Systems remains a leading provider of Enterprise Resource Planning (ERP) software solutions for foundry, investment casters and die casting industries since 1976. Headquartered in Bridgman, MI, B&L provides reliable SaaS technology, Industry developed solution with an experienced team of business professionals.
Job Summary:
The general responsibility of the customer service representative is to provide excellent customer support services for Odyssey by troubleshooting problems and provide/address solutions to customers.
Department: Professional Services
Reports To: Support Representative Supervisor
Status: Fulltime/Hybrid
An ideal candidate will possess strong problem-solving skills, be composed and have a passion for helping customers succeed. Are you able to adapt, communicate effectively, prioritize tasks, and enjoy solving puzzles? Great news! B&L Information Systems is looking for a Support Representative to join our team in Bridgman, MI. office.
About Us:
B&L Information Systems remains a leading provider of Enterprise Resource Planning (ERP) software solutions for foundry, investment casters and die casting industries since 1976. Headquartered in Bridgman, MI, B&L provides reliable SaaS technology, Industry developed solution with an experienced team of business professionals.
Job Summary:
The general responsibility of the customer service representative is to provide excellent customer support services for Odyssey by troubleshooting problems and provide/address solutions to customers.
As a Support Representative, key responsibilities include the following:
- Learn the Odyssey ERP Software- This position requires extensive knowledge of the software. The support representative will be provided with unlimited training/learning opportunities.
- Answer Phones- answer incoming phone calls and provide support to callers experiencing software problems of all kinds. Listen to descriptions of customer issues and determine how and if they can be fixed or resolved.
- Troubleshoot- use information from customers to diagnose issues and walk customers through the steps needed to fix various problems.
- Submit Service Requests - take unassigned service tickets from the Support queue for customer issues, research, and follow through to a satisfactory completion. Address any follow up issues that may come in after we thought the ticket was complete.
- Maintain Database - check for customer problems and fixes in the Odyssey database.
- Log Calls - keep logs of all calls answered and addressed, including dates and times through B&L's ticketing system. All customer-related communication should be noted on the ticket.
- Documentation Updates-Internal and external documents will require updating or creation as the software changes and evolves.
Required Skills and Experience:
- 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
Desired Skills and Experience:
- Successful work experience in Customer Service.
- Diverse general business knowledge in all areas including IT, Training, Manufacturing, Accounting, etc.
- Competence in a wide selection of business management software and databases.
- Solid communication, presentation, and people skills.
- Proficiency in Microsoft Office
- Proven track record of creative problem-solving and the ability to distill and communicate complex concepts.
- Excellent research, data collection, analysis and follow up skills.
Required Education and Experience
Associate’s degree in IT, Accounting, Computer Sciences, or relevant field.
Compensation:
Associate’s degree in IT, Accounting, Computer Sciences, or relevant field.
Compensation:
- $50,000.00 to $60,000.00 base salary
- This is a profit share eligible position.
- Candidates can expect salary offers that range from the minimum to the midpoint of the salary range.
- B&L provides full pay range so candidates can consider their growth potential.
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.
Additional Details
This is a hybrid position that requires 3 days per week at our Bridgman office and allows 2 days per week, work from home.
This role requires the candidate to have the authority to work in and be located in the US.
Travel is primarily minimal, although some travel may be expected.
B&L Information Systems is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment at B&L is based on business needs, job requirements, and individual qualifications. All qualified applicants will receive considerations for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations of in the locations where we operate.
Americans with Disabilities Act (ADA)
B&L will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at hr@blinfo.com
Salary : $50,000 - $60,000