Closed listing
Bilingual (French and English) Service Support Analyst
- Calgary, AB, Canada
Competitive annual base salary ($49k/yr. - $59k/yr.) · Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Pay
- Competitive annual base salary ($49k/yr. - $59k/yr.)
- Job type
- Full-time
- Closing date
- Posting language
- English
- Posted
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Original job description
Archived listing. The details below describe a past opening.
Company Name
PBS Systems
Job Location:
Calgary, AB (Technology Center)
Job Type
Full-time, Permanent
No. Of Openings
01
Job Requirement(s)
Internal Job Title:
Travel throughout Canada and USA, 1 week per month
Bilingual (French and English) Service Support Analyst - Tier 1
Reports To
Team Lead, Service Support
PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun!
PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.
At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations. Apply today!
The Role
PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team as a Bilingual (French/English) Service Support Analyst. You will provide top quality knowledge and expertise in both French and English languages, to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments.
Job Responsibilities
PBS is an equal opportunity employer. Accommodation will be provided during the hiring process as required.
#INPBS
PBS Systems
Job Location:
Calgary, AB (Technology Center)
Job Type
Full-time, Permanent
No. Of Openings
01
Job Requirement(s)
Internal Job Title:
Travel throughout Canada and USA, 1 week per month
Bilingual (French and English) Service Support Analyst - Tier 1
Reports To
Team Lead, Service Support
PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun!
PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.
At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations. Apply today!
The Role
PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team as a Bilingual (French/English) Service Support Analyst. You will provide top quality knowledge and expertise in both French and English languages, to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments.
Job 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 supporting infrastructure
- Achieve program certification within your primary group within 3 months and additional program certification/s within 15 months
- Achieving and exceeding KPI targets and other metrics defined by the department
- Available to travel at least 1 week per month throughout the US and Canada
- Keeping abreast of software enhancements and new releases, by attending Apogees and reviewing release notes
- Commit to ongoing personal development and cross-training as recommended by your Team Lead
- 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 in French and English
- Strong decision making and analytical abilities
- Strong detail orientation
- Effective time management and organization skills.
- Ability to work independently and within a team environment
- 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 ($49k/yr. - $59k/yr.)
- French incentive $5,000
- 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
PBS is an equal opportunity employer. Accommodation will be provided during the hiring process as required.
#INPBS
More about this job
Responsibilities
Respond to internal and external client requests through phone, email, live chat, and other support channels, providing timely solutions or escalating issues as needed. Document interactions, collaborate across departments, build software knowledge, meet performance targets, and travel throughout Canada and the United States at least one week per month.
Requirements
A high school diploma and a valid driver's license are required. Candidates must communicate professionally in French and English and have strong computer, analytical, organizational, and time-management skills; customer service, help desk, or dealership experience is an asset.
Skills
- Bilingual Communication
- Customer Service
- Help Desk Support
- Issue Resolution
- Ticket Documentation
- Escalation Management
- Microsoft Office
- Windows 10/11
- Analytical Thinking
- Decision-Making
- Attention to Detail
- Time Management
- Organization
- Teamwork
- Process Improvement
- Software Support
Benefits
- Professional Development
- Travel Opportunities
- Medical and Dental Coverage
- Paid Time Off
- Inclusive Work Culture
- Employee Recognition Programs
- Performance-Based Incentives
- Product Certification Bonuses
- Travel Incentive Bonuses
- Employee Referral Bonuses
- Staff Discounts
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Technology
- Software
Keywords
- PBS Systems
- Client Services
- Service Support Analyst
- Tier 1 Support
- Bilingual French and English
- Customer Service
- Help Desk
- Dealership Management System
- Call Center
- Phone Support
- Email Support
- Live Chat
- Ticketing System
- Issue Escalation
- Microsoft Windows 10/11
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Microsoft Teams
- Software Releases
- Release Notes
- Program Certification
- Key Performance Indicators
- Process Improvement
- Client Experience
- Travel
- Valid Driver's License