Support Technical Representative

Job Title: Support Technical Representative

Department: Professional Services

Reports To: Director of Professional Services

Pay Range: $50,000 - $60,000 per year

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 Technical 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:

• 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

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:

• 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

Required Education and Experience

• 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