Service Support Analyst
- Calgary, AB, 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
- Apply by
- Posting language
- English
- Posted
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
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.
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
- 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
- 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
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.
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
Categories
- Customer Service & Support
- Technology
- Software
- Data & Analytics
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