About the role

Customer Support Analyst providing technical support to customers for LBMX's SaaS solutions. Responsibilities include triaging support issues and collaborating with internal teams for resolutions.

Responsibilities

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 as required.
Investigate and resolve customer technical issues, escalating as needed while maintaining ownership until resolution.
Demonstrate commitment and professionalism in delivering excellent customer service.
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.

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.

Competitive compensation and a comprehensive benefit package, including a health spending account and employee assistance program
Three weeks’ vacation and five personal days to start, plus additional paid LBMX holidays throughout the year
Company matched GRSP contributions
Flexible summer hours and a strong commitment to work-life balance
Education subsidies to support your professional growth
Full access to LinkedIn Learning to support continuous development and skill building
Maternity, Parental, and Compassionate Care Leave top-up program
$500 new hire home office allowance