Service Support Analyst

Company Name:PBS SystemsJob Location:Calgary AB (Tech Center)Job Type:Full-time PermanentNo. of Openings:01Job Requirement(s):Internal Job Title:Travel across Canada and USA up to one weekper monthService Support Analyst - Tier 1Reports To:Team Lead Service SupportPBS is the fastest growing All Inclusive Business Platform vendor in North America and weve only just begun! The Opportunity:At PBS were transforming how people buy and service vehiclesone dealership at a almost 40 years in the industry were the third-largest Dealership Management System (DMS) provider in North America. Each month hundreds of new users join our platform and were growing treat our customers as partners and friends offering a powerful all-in-one software suite that supports every aspect of dealership operationsfrom sales and service to inventory and PBS we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills interests and Role: PBS Systems is lookingfor 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 :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 clients 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-tos 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 diplomaMust have Valid Drivers license Previous customer service helpdesk or dealership experience will be considered an assetExcellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11 Outlook Excel Word Teams etc. A strong understanding of dealership operations within the Parts Department 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 skillsAbility to work independently and within a team environment What we offer:Professional Development Continuous training industry certifications and clear pathways for career advancementTravel Opportunities - Travel to locations across Canada the U.S. and the CaribbeanComprehensive health benefits - Medical and dental coverage to support your well-beingPaid Time Off Generous PTO to help you recharge and maintain work-life balanceInclusive culture - A collaborative supportive team environment where your ideas and voice truly matterEmployee recognition - Regular appreciation programs and performance-based incentivesCompetitive compensation packageCompetitive annual base salary ($49000k/yr. - $59000k/yr.)Up to $4800 per year in product certification bonusesOutstanding travel incentive bonusesAdditional performance incentivesAttractive referral bonusesStaff discounts Exclusive savings with partners such as GM Dell and moreShould you be selected for an interview you will be contacted via email. Please monitor your junk/spam 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 theRecruitingteam at