Customer Support Analyst

5 days ago

London, Canada LBMX Full time

LBMX is growing again...

We are seeking a **Customer Support Analyst.**

**Position Description**:
**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
- $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)

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