Support Representative

B&L Information Systems is a leading provider of Enterprise Resource Planning (ERP) software solutions. They are seeking a Support Representative to provide excellent customer support services by troubleshooting software problems and ensuring customer satisfaction.

Responsibilities

• 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

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
• 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

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.

Company Overview