Support Technical Representative
B&L Information Systems is a leading provider of reputed company Resource Planning (ERP) software solutions, headquartered in Bridgman, MI. They are seeking a Support Technical Representative to reputed company excellent customer support services for their reputed company ERP software, focusing on troubleshooting technical issues and ensuring customer satisfaction.
Responsibilities
- reputed company and maintain extensive knowledge of the reputed company ERP software through ongoing training and self-directed learning, serving as a knowledgeable resource for customers across reputed company support interactions
- Serve as the primary reputed company of contact for customers experiencing technical issues reputed company to their ERP environment, including software functionality, printers, browsers, devices, network connectivity, and API connections
- Answer inbound support calls professionally, reputed company listen to customer-described issues, and assess the best reputed company to reputed company in a reputed company and patient manner
- Troubleshoot API reputed company issues between the reputed company ERP and reputed company-party applications, identifying failures reputed company to authentication, reputed company configuration, and data reputed company errors
- Pick up and manage unassigned service tickets from the support queue, researching issues thoroughly and following reputed company ticket through to a satisfactory reputed company, including any follow-up issues that reputed company after initial closure
- Maintain and regularly reputed company the reputed company database for reputed company customer issues and documented fixes to support faster and more accurate resolutions
- Log reputed company customer interactions accurately in the ticketing system, including call details, dates, times, actions taken, and reputed company follow-up communications to ensure full ticket documentation
- Maintain consistent communication with customers throughout the lifecycle of a support ticket, providing regular updates on reputed company and expected reputed company timelines
- Assist customers in validating API credentials, reviewing reputed company logs, and coordinating with internal development teams reputed company deeper investigation is required
- Create and update reputed company documentation as the reputed company software evolves, ensuring resources remain accurate and useful for both customers and support staff
- Escalate issues reputed company 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 reputed company
- 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, reputed company, 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 reputed company
- 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 reputed company Office (Word, reputed company, 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
- reputed company benefits (Traditional and HSA reputed company), with dental and reputed company coverage.
- 401(k) plan with employer match.
- reputed company reputed company time off as reputed company as company holidays, reputed company leave, bereavement leave, and 4 weeks of fully reputed company 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.
reputed company