Customer Support Analyst

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: <br /><p>LBMX is growing again . . .</p><p>We are seeking a Customer Support Analyst.<br /></p><p><br /></p><p>LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. As we continue our growth trajectory, we are seeking talented, compassionate, and driven individuals to join our team as a Support Analyst in our Customer Experience Department.</p><p>We have done well, and we have an even more exciting future. That means we want our newest employees to be a great fit with who we are and where we want to go. We want to offer careers to good people, who strive for a work-life balance, care about doing a good job, and enjoy being part of a team where you and your hard work are valued. Come and help us make LBMX a better company and an even better place to work!</p><p><br /></p><p>Position Description:</p><p>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.</p><p>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.</p><p><br /></p><p><em>This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.</em></p><p><em>Positions Available: 2</em></p><p><br /></p><p>Responsibilities:</p><ul><li>Triage support issues and determine priorities as per LBMX support guidelines.</li><li>Configure and maintain customer accounts.</li><li>Resolve daily file errors by analyzing the root cause and communicating with the appropriate party.</li><li>Serve as the primary contact for internal and external customers, providing regular updates and follow-up on support tickets as required.</li><li>Investigate and resolve customer technical issues, escalating as needed while maintaining ownership until resolution.</li><li>Demonstrate commitment and professionalism in delivering excellent customer service.<br /></li><li>Act as a primary advocate for customers within internal meetings and discussions.</li><li>Collaborate with the Development team to provide customer feedback that supports continuous product improvement.</li><li>Develop internal and external support documentation.</li><li>Other duties as assigned.</li></ul><p><br /></p><p>Skill Requirements:</p><ul><li>Ability to review and comprehend technical business requirements documentation.</li><li>Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.</li><li>Strong attention to detail. Effective problem-solving and problem-prevention skills.</li><li>Strong verbal skills and ability to develop rapport with people over the phone.</li><li>Enthusiastically work closely with others in a positive team environment.</li><li>Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.</li><li>Ability to clearly document new processes and procedures.</li><li>Willingness to eagerly take on new tasks as required.</li><li>Proven ability to self-manage and function effectively in a professional environment.</li><li>Must be fluent in English (reading and writing). Being fluent in French is an asset.</li></ul><p><br /></p><p>Nice to Have:</p><ul><li>Understanding of data files in various forms (i.e., CSV, Excel, XML, etc.) and their accompanying file layouts.</li><li>Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.).</li><li>Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.).</li><li>College diploma or university degree in Accounting, Business Management, Supply Chain Management, or Computer <span >Science/Programming.</span><br /></li><li>Knowledge of using JIRA, Salesforce, and Zendesk.</li></ul><p><br /></p><p>The Perks of Working with us!</p><ul><li>Competitive salary and benefits, including a health spending account and employee assistance program</li><li>Three weeks&#39; vacation to start with additional paid LBMX holidays throughout the year</li><li>Company-matched GRSP contributions</li><li>Education subsidies for job-related courses to support your growth</li><li>Maternity, Parental and Compassionate Care Leave Top-Up Program</li><li>A healthy work-life balance</li><li>Flexible summer hours</li><li>$500 Staples allowance for new full-time hires</li><li>Recognized as one of Canadas Top 100 Small & Medium Employers (2022, 2023, and 2024)</li><li>Winner of Canada&#39;s Top 100 Employer (2025)</li></ul><p><br /></p><p><em>LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. LBMX is also committed to providing accommodations throughout the interview and employment process. If you require any accommodations, please let us know and we will work with you to meet your needs.</em></p></p></p>