Customer Support Analyst

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.

We’re rapidly growing with a promising future ahead; we’re seeking employees who are a great fit with who we are and where we want to go. We want to offer careers to good people, who are passionate about life, care about doing a good job, and enjoy being part of a team.

We work hard to make LBMX a place where you can be proud to work. If you are looking to join a company who focuses on creating positive company culture, a place where your hard work is valued and where you are valued, we invite you to apply. Come and help us make LBMX a better company and an even better place to work!

Position Description:

We are looking for a 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 set ups as well as investigating technical issues and provide guidance to customers and consult 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.
• Developing 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
•  Flexible work from home option (inc. a generous one-time stipend to help outfit your home office!)
•  Quarterly company wide outings (golf, baseball games, laser tag, tail gating, etc.)
•  A healthy work/life balance
•  Additional Summer vacation days
•  Additional Winter Holiday vacation days
•  Two additional “LBMX” holidays
•  $500 Staples Allowance for new hires
•  Named one of Canada’s Top 100 Small & Medium Employers (2022)

About LBMX Inc.

LBMX is the leading provider of technology solutions for purchasing co-operatives and buying groups. These solutions comprise central and direct bill management, rebate and purchase analytics, digital marketplaces, product information management and complete EDI services to assist members and groups to connect to their suppliers.

LBMX’s close association with this specific supply chain model has resulted in the implementation of LBMX technology solutions that are a fit with their customer’s strategic direction and operational priorities. Based on LBMX’s “Many to Many” technology, LBMX solutions are electronically connecting the buying group supply chain, resulting in over two million potential trading relationships.

LBMX is based in London, Canada and has customers throughout Canada, United States, United Kingdom, Australia and New Zealand.

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.

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