Customer Support Analyst

Customer Support Analyst

About LBMX

LBMX is a dynamic and growing SaaS company with an international perspective, proudly based in London, Ontario. As we continue our strong growth trajectory, we’re looking for talented, driven, and collaborative individuals to join us and help shape what’s next.

Recognized as one of Canada’s Top 100 Employers, LBMX combines strong performance with a people-first culture. We believe in building meaningful careers, supporting work-life balance, and creating an environment where your contributions are valued and your growth is encouraged.

At LBMX, you’ll have the opportunity to grow, contribute meaningfully, and be part of a team building something exceptional.

Position Description:

We are looking for a Customer Support Analyst to assist clients with technical support questions and issues via email, phone, and/or video call. You will also be responsible for maintaining both new and existing customer setups, investigating technical issues, providing guidance to customers, and consulting with internal teams to ensure timely resolution.

The successful candidate must possess superior verbal and written communication skills and be committed to delivering an exceptional customer experience. They should also have strong interpersonal and organizational skills and be comfortable contributing as an effective member of a productive team. A high level of computer competency is required, though no prior experience in computer programming is necessary.

This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.

Positions Available: 2

Responsibilities:

• Triage support issues and determine priorities as per LBMX support guidelines.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing the root cause and communicating with the appropriate party.
• Serve as the primary contact for internal and external customers, providing regular updates and follow-up on support tickets as required.
• Investigate and resolve customer technical issues, escalating as needed while maintaining ownership until resolution.
• Demonstrate commitment and professionalism in delivering excellent customer service.
  
• Act as a primary advocate for customers within internal meetings and discussions.
• Collaborate with the Development team to provide customer feedback that supports continuous product improvement.
• Develop internal and external support documentation.
• Other duties as assigned. 

Skill Requirements:

• Ability to review and comprehend technical business requirements documentation.
• Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.
• Strong attention to detail. Effective problem-solving and problem-prevention skills.
• Strong verbal skills and ability to develop rapport with people over the phone.
• Enthusiastically work closely with others in a positive team environment.
• Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.
• Ability to clearly document new processes and procedures.
• Willingness to eagerly take on new tasks as required.
• Proven ability to self-manage and function effectively in a professional environment.
• Must be fluent in English (reading and writing). Being fluent in French is an asset.

Nice to Have:

• Understanding of data files in various forms (i.e., CSV, Excel, XML, etc.) and their accompanying file layouts.
• Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.).
• Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.).
• College diploma or university degree in Accounting, Business Management, Supply Chain Management, or Computer Science/Programming.
  
• Knowledge of using JIRA, Salesforce, and Zendesk.

Compensation

Salary Range: $50,000 to $55,000 annually, based on experience and qualifications

What You Can Expect at LBMX

• Competitive compensation and a comprehensive benefit package, including a health spending account and employee assistance program
• Three weeks’ vacation and five personal days to start, plus additional paid LBMX holidays throughout the year
• Company matched GRSP contributions
• Flexible summer hours and a strong commitment to work-life balance
• Education subsidies to support your professional growth
• Full access to LinkedIn Learning to support continuous development and skill building
• Maternity, Parental, and Compassionate Care Leave top-up program
• $500 new hire home office allowance

LBMX is committed to building an inclusive workplace. We encourage applications from qualified individuals of all backgrounds, and we are dedicated to providing accommodations throughout the recruitment and employment process. If you require accommodation at any stage, please let us know.