Bilingual Customer Support Analyst.

LBMX; London; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading software solutions company in London, Ontario is seeking a bilingual Customer Support Analyst. In this on-site role, you will assist clients with technical support issues and maintain customer setups. The ideal candidate is fluent in both French and English, with strong communication skills and a passion for customer service. This position offers competitive salary, benefits, and a supportive work environment.

Benefits

Competitive salary and benefits

3 weeks vacation

Flexible Summer Hours

Education subsidies

$500 Staples Allowance

Qualifications

• Must possess superior verbal and written communication skills in French and English.
• Requires strong attention to detail and effective problem-solving skills.
• Ability to learn and navigate custom and third-party applications.

Responsibilities

• Triaging support issues and determining support priorities.
• Configure and maintain customer accounts.
• Resolve daily file errors by analyzing root causes.

Skills

Bilingual in French and English

Problem-solving skills

Attention to detail

Strong verbal communication

Computer competency

Education

College Diploma or University Degree

Tools

Excel

Outlook

Word

JIRA

Salesforce

Zendesk

Job description

Overview

LBMX is growing again. We are seeking a bilingual Customer Support Analyst.

LBMX is a dynamic and growing software solutions company with an international perspective, located in London, Ontario. LBMX is the leading business marketplace provider for Buying Groups and Purchasing Co-operatives. With a flourishing customer base throughout North America, the United Kingdom and as far away as New Zealand and Australia, we offer opportunities to expand the successful candidate's abilities.

If you are an experienced candidate looking for an exciting future and you’re someone who is passionate about life, takes ownership of your role, isn’t afraid to roll up your sleeves and thrives being part of a team, we invite you to apply.

Position Description

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 video call. You will also be responsible for maintaining new and existing customer setups, as well as investigating technical issues and providing guidance to customers and consulting with internal teams for resolution.

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 is required. Quickly able to learn and become an expert of custom and third-party software applications.

Highly technical with the ability to learn and navigate both custom and third-party applications.

This is an on-site position at our London, Ontario, office. Must be able to legally work in Canada.

Positions Available: 2

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 correspondence 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

• Read, write, and speak in both French and English.
• 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.
• Passion for constant learning.

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.

Experience Required

• Two or more years in a technical customer support setting.

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.
• A healthy work/life balance.
• Flexible Summer Hours.
• $500 Staples Allowance for new full-time hires.
• Named one of Canada’s Top 100 Small & Medium Employers (2022, 2023 and 2024).
• Winner of Canada’s Top 100 Employer (2025).

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.