Bilingual Customer Support Analyst

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: <br /><p>LBMX is growing again . . .</p><p>We are seeking Bilingual Customer Support Analyst.</p><p></p><p>LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. As we continue our growth trajectory, we are seeking talented, compassionate, and driven individuals to join our team as a Bilingual Support Analyst in our Customer Experience Department.</p><p>We have done well, and we have an even more exciting future. That means we want our newest employees to be a great fit with who we are and where we want to go. We want to offer careers to good people, who strive for a work-life balance, care about doing a good job, and enjoy being part of a team where you and your hard work are valued. Come and help us make LBMX a better company and an even better place to work!</p><p><br /></p><p>Position Description:</p><p>We are looking for a bilingual (French and English) 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.</p><p>The successful candidate must possess superior verbal and written communication skills in both French and English 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. Requires a high level of computer competency but no experience in computer programming required. Quickly to learn and become an expert of custom and third-party software applications.</p><p>Highly technical with the ability to learn and navigate both custom and third-party applications.</p><p><br /></p><p><em>This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.</em></p><p><em>Positions Available: 2</em></p><p><br /></p><p>Responsibilities:</p><ul><li>Triaging support issues and determining support priorities as per LBMX support guidelines.</li><li>Configure and maintain customer accounts.</li><li>Resolve daily file errors by analyzing the root cause and communicating to the appropriate party.</li><li>Act as a primary contact for internal and external customers related to support tickets.</li><li>Owning all customer issues until a satisfactory resolution is reached.</li><li>Follow-up and correspond with customers as required.</li><li>Act as an advocate for customers within internal meetings and discussions.</li><li>Demonstrate commitment and a professional approach to providing excellent customer service.</li><li>Investigate and/or escalate customers technical issues and ensure its resolution while maintaining ownership.</li><li>Work with the Development team to provide customer feedback, helping to continuously provide relevant and high-impact products for clients.</li><li>Developing internal and external support documentation.</li><li>Other duties as assigned.</li></ul><p></p><p>Skill Requirements:</p><ul><li>Read, write, and speak in both French and English.</li><li>Ability to review and comprehend technical business requirements documentation.</li><li>Understanding of basic business documents such as invoices, purchase orders, purchase order confirmations, etc.</li><li>Strong attention to detail. Effective problem-solving and problem-prevention skills.</li><li>Strong verbal skills and ability to develop rapport with people over the phone.</li><li>Enthusiastically work closely with others in a positive team environment.</li><li>Competent and comfortable in the use of computers, including standard business software such as Excel, Outlook, and Word.</li><li>Ability to clearly document new processes and procedures.</li><li>Willingness to eagerly take on new tasks as required.</li><li>Proven ability to self-manage and function effectively in a professional environment.</li><li>Must be fluent in English (reading and writing). Being fluent in French is an asset.</li><li>Passion for constant learning.</li></ul><p><em><br /></em></p><p><em>Nice to Have:</em></p><ul><li><em>Understanding of data files in various forms (i.e. CSV, Excel, XML, etc.) and accompanying file layouts.</em></li><li><em>Exposure to various Accounting/ERP/POS systems is an asset (Infor SXe, Epicor Eclipse, SAP, etc.)</em></li><li><em>Familiarity with EDI standards (X12, EDIFACT, TRADACOMS) and data transport protocols (FTP, AS2, VAN, etc.)</em></li><li><em>College Diploma or University Degree in accounting, business management, supply chain management, computer <span >science/programming.</span></em></li><li><em>Knowledge of using JIRA, Salesforce and Zendesk</em></li></ul><p><br /></p><p>Experience Required:</p><ul><li>Two or more years in a technical customer support setting</li></ul><p><br><br></p><p>The Perks of Working with us!</p><ul><li>Competitive salary and benefits, including a health spending account and employee assistance program</li><li>Three weeks&#39; vacation to start with additional paid LBMX holidays throughout the year</li><li>Company-matched GRSP contributions</li><li>Education subsidies for job-related courses to support your growth</li><li>Maternity, Parental and Compassionate Care Leave Top-Up Program</li><li>A healthy work-life balance</li><li>Flexible summer hours</li><li>$500 Staples allowance for new full-time hires</li><li>Recognized as one of Canadas Top 100 Small & Medium Employers (2022, 2023, and 2024)</li><li>Winner of Canada&#39;s Top 100 Employer (2025)</li></ul><p><br /></p><p><em>LBMX is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous 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.</em></p></p></p>