Customer Support Analyst

LBMX is growing again . . .

We are seeking a Customer Support Analyst.

LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives. With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we are sure to offer a breadth of experience that provides the successful candidate with endless opportunities to expand their abilities.

If you are an experienced candidate looking for an exciting future and you’re someone who is passionate about life, takes ownership of their role, isn’t afraid to roll up their sleeves and thrives being part of a team then we invite you to apply.

Position Description:

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

The successful candidate must possess superior verbal and written communication skills and be committed to providing an exceptional customer experience. The successful candidate will also have strong people and organizational skills and be comfortable as an effective member of a productive team. A high level of computer competency is required but no experience is required in computer programming. This is an onsite position at our London Ontario office. Must be able to legally work within Canada.

Responsibilities:

• Triaging support issues and determining support priorities as per LBMX support guidelines.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing the root cause and communicating to the appropriate party.
• Act as a primary contact for internal and external customers related to support tickets.
• Owning all customer issues until a satisfactory resolution is reached.
• Follow-up and correspond with customers as required.
• Act as an advocate for customers within internal meetings and discussions.
• Demonstrate commitment and a professional approach to providing excellent customer service.
• Investigate and/or escalate customers’ technical issues and ensure its resolution while maintaining ownership.
• Work with the Development team to provide customer feedback, helping to continuously provide relevant and high-impact products for clients.
• Develop internal and external support documentation.

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 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, computer science/programming.
• Knowledge of using JIRA, Salesforce and Zendesk.

The Perks of Working with us!

• Competitive salary and benefits including a health spending account and employee assistance program.
• 3 weeks vacation to start with additional paid “LBMX holidays” throughout the year.
• Company matched GRSP contributions.
• Education subsidies for job-related courses.
• Maternity/Parental and Compassionate Care Leave Top Up Program.
• $500 Staples Allowance for new hires.
• Named one of Canada’s Top 100 Small & Medium Employers (2022, 2023).
• Named one of London’s Best Places to Work (2022).

LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal 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.