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PBS Systems

Service Support Analyst

Calgary, AB, Canada
Milton, ON, Canada

Competitive annual base salary ($48,000k/yr. - $59,000k/yr.) · Full-time

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Job details

Pay: Competitive annual base salary ($48,000k/yr. - $59,000k/yr.)
Job type: Full-time
Posting language: English
Posted: Nov 2, 2026

Original job description

Company Name:	PBS Systems
Job Location:	Calgary, AB (Tech Center) or Milton, ON
Job Type:	Full-time, Permanent
No. of Openings:	01
Job Requirement(s): Internal Job Title:	Travel across Canada and USA up to one week per month 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! “

The Opportunity:

At PBS, we’re transforming how people buy and service vehicles - one dealership at a time. With almost 40 years in the industry, we’re the third-largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, and we’re growing fast.

We treat our customers as partners and friends, offering a powerful, all-in-one software suite that supports every aspect of dealership operations - from sales and service to inventory and accounting.

At PBS, we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills, interests, and aspirations.

The Role:

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.
Previous customer service, helpdesk or dealership experience will be considered an asset
Previous customer service, helpdesk or dealership experience will be considered an asset
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 ($48,000k/yr. - $59,000k/yr.)
- 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 careers@pbssystems.com.

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More about this job

Responsibilities

The Service Support Analyst will provide technical support and training to dealership customers regarding software installation and usage. They are responsible for managing support tickets, documenting interactions, and collaborating with internal teams to improve service delivery.

Requirements

Candidates must have a high school diploma, a valid driver's license, and excellent computer proficiency. Strong communication, analytical skills, and the ability to travel up to one week per month are required.

Skills

Customer service
Helpdesk support
Technical support
Software training
Troubleshooting
Ticketing systems
Communication skills
Analytical abilities
Time management
Microsoft Office
Windows 10/11
Documentation
Relationship management
Problem solving

Benefits

Professional development
Health benefits
Medical coverage
Dental coverage
Paid time off
Performance-based incentives
Travel incentive bonuses
Product certification bonuses
Employee referral bonuses
Staff discounts

Visa sponsorship

Not detected in the job text

Keywords

Service Support Analyst
Dealership Management System
DMS
Software Support
Customer Service
Helpdesk
Technical Training
Ticketing System
Windows 10
Windows 11
Microsoft Outlook
Microsoft Excel
Microsoft Word
Microsoft Teams
Knowledgebase
Troubleshooting
KPI
Process Improvement
Software Installation
Client Services

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