Customer Support Analyst
LBMX
full-time
Posted on:
Location Type: Office
Location: London • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Assist clients with technical support questions and issues via email, phone, and/or video call
- Maintain both new and existing customer setups
- Investigate technical issues and provide guidance to customers
- Consult with internal teams to ensure timely resolution
- 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
- 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
Requirements
- Superior verbal and written communication skills
- Strong interpersonal and organizational skills
- Comfort in contributing as an effective member of a productive team
- High level of computer competency required
- 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
- Ability to clearly document new processes and procedures
- Must be fluent in English (reading and writing)
- Being fluent in French is an asset
- A college diploma or university degree in Accounting, Business Management, Supply Chain Management, or Computer Science/Programming is nice to have.
Benefits
- Competitive salary and benefits, including a health spending account and employee assistance program
- Three weeks' vacation to start with additional paid “LBMX holidays” throughout the year
- Company-matched GRSP contributions
- Education subsidies for job-related courses to support your growth
- Maternity, Parental and Compassionate Care Leave Top-Up Program
- A healthy work-life balance
- Flexible summer hours
- $500 Staples allowance for new full-time hires
- Recognized as one of Canada’s Top 100 Small & Medium Employers (2022, 2023, and 2024)
- Winner of Canada's Top 100 Employer (2025)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportcustomer account configurationfile error resolutionroot cause analysissupport documentation developmentbusiness document understandingcomputer competencyproblem-solvingprocess documentation
Soft skills
verbal communicationwritten communicationinterpersonal skillsorganizational skillsteam collaborationattention to detailcustomer advocacy
Certifications
college diplomauniversity degree