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PBS Systems

Service Support Analyst

Calgary, AB, Canada

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

Apply About employer

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Job details

Pay: Competitive annual base salary ($48,000k/yr. - $59,000k/yr.)
Job type: Full-time
Apply by: Dec 3, 2026
Posting language: English
Posted: Nov 3, 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 deci sion 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.

Apply About employer

More about this job

Responsibilities

Provide Tier 1 support and training to dealership customers using the company’s service software, handling requests through phone, email, and live chat. Document and manage tickets, resolve or escalate issues, collaborate across departments, maintain support resources, and meet performance targets while traveling across Canada and the United States.

Requirements

A high school diploma and a valid driver’s license are required; customer service, help desk, or dealership experience is an asset. Candidates should have strong computer skills, professional communication and listening abilities, analytical decision-making, attention to detail, and effective time management, and must be available to travel at least one week per month.

Skills

Customer Service
Help Desk Support
Dealership Software Support
Troubleshooting
Ticket Management
Customer Training
Written And Verbal Communication
Active Listening
Analytical Thinking
Decision-Making
Attention To Detail
Time Management
Organization
Microsoft Windows
Microsoft Outlook
Microsoft Excel

Benefits

Professional Development
Travel Opportunities
Medical And Dental Coverage
Paid Time Off
Inclusive 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

Keywords

PBS Systems
Service Support Analyst
Tier 1 Support
Client Services
Dealership Management System
Dealership Software
Service Module
Customer Support
Customer Training
Software Installation
Phone Support
Email Support
Live Chat
Ticketing System
Ticket Queue Management
Incident Escalation
Knowledge Base
Troubleshooting Guides
FAQs
Process Improvement
KPI Targets
Software Releases
Microsoft Windows 10/11
Microsoft Outlook
Microsoft Excel
Microsoft Word
Microsoft Teams
Valid Driver’s License
Travel Across Canada And The United States

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