Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
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.
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.
Benefits
- 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
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