Service Support Analyst

Service Support Analyst
- Tier 1

PBS Systems is looking for a Service Support Analyst to join our Client Services team. As a Service Support Analyst, you will provide excellent support to our new and existing customers in the Service module of our software. By assisting customers during development, install and training processes of their new dealership software. You will be assisting the customer with new software install training as well as online/on the phone assistance.

Responsibilities:

• Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner
• Logging and documenting all customer interactions within our ticketing system and escalating matters as required
• Collaborating with other groups/departments to streamline service delivery
• Identify opportunities to drive process improvements that positively impact the client's experience
• Develop knowledge and understanding of our software and support infrastructure
• Achieving and exceeding KPI targets and other Metrics defined by the department
• Keeping abreast of software enhancements and new releases, by attending apogees and reviewing release notes
• Assisting and training current as well as new staff members
• Maintaining and contributing knowledgebase articles including informational articles, how-to's, troubleshooting guides and FAQs
• Escalating incidents to the appropriate development team
• Ticket/ Queue Management
  - Reviewing and actioning outstanding tickets as required
• Commit to ongoing professional development and cross-training as recommended by your Team Lead
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
• Achieve additional program certification(s) within 6 months
• Available to travel at least 1 week per month throughout the US and Canada

Qualifications:

• High school diploma
• Must have Valid Driver's license
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Strong decision making and analytical abilities
• Strong detail orientation
• Effective time management and organization skills
• Ability to work independently and within a team environment

What we offer:

• Professional Development – Continuous training, industry certifications, and clear pathways for career advancement
• Travel Opportunities
  - Travel to locations across Canada, the U.S., and the Caribbean
• Comprehensive health benefits
  - Medical and dental coverage to support your well-being
• Paid Time Off – PTO to help you recharge and maintain work-life balance
• Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter
• Employee recognition
  - Regular appreciation programs and performance-based incentives
• Competitive compensation package
• Competitive annual base salary ($45,000k/yr.
  
  - $53,700k/yr. USD)
• Up to $4,800 per year in product certification bonuses
• Outstanding travel incentive bonuses
• Additional performance incentives
• Attractive employee referral bonuses
• Staff discounts – Exclusive savings with partners such as GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder. PBS Systems thanks all applicants for their interest, however only those selected for an interview will be contacted. PBS Systems is an employment-equity employer. Candidates who require reasonable accommodations throughout the recruitment process, please contact the Recruiting team at