Technical Support Analyst

About PBS Systems

PBS Systems has been revolutionizing automotive sales and service for nearly four decades, ranking as the third largest Dealership Management System provider in North America. Serving hundreds of new users monthly, the platform efficiently manages sales, service, inventory, and accounting processes in dealerships, fostering partnerships and innovation.

Position Overview

We seek a motivated and methodical Technical Support Analyst to join our Client Services team based in our Calgary Technology Center. This role involves assisting the PBS Install Services Team by offering prompt and expert support to clients through our call center. The incumbent will troubleshoot, document issues, train customers, follow up on software and service incidents, and contribute to successful implementations.

Key Responsibilities

• Manage both external and internal support requests across various channels such as phone, email, and live chat, ensuring professional and timely resolution.
• Accurately log all customer interactions and escalate complex issues as needed using the ticketing system.
• Collaborate cross-functionally with other teams to improve service delivery processes.
• Identify and propose enhancements to client experience workflows.
• Develop expertise in PBS software and underlying infrastructure.
• Achieve necessary professional certifications in alignment with team requirements.
• Consistently meet or surpass departmental KPIs and performance metrics.
• Create and maintain knowledge base content including informational articles, troubleshooting manuals, and FAQs.
• Travel up to one week each month across Canada and the United States to support client needs.
• Stay informed about software updates and new product releases by reviewing documentation.
• Engage in ongoing personal development and cross-training as encouraged by team leadership.

Required Qualifications

• Post-secondary diploma in Information Technology or equivalent qualification.
• Valid driver’s license mandatory.
• Prior networking experience, particularly in TCP/IP protocols.
• Fundamental knowledge of LAN/WAN architecture.
• Certifications such as CompTIA A+ and Network+ or their equivalents.
• Proficient in Microsoft applications including Windows 10/11, Outlook, Excel, Word, and Teams.
• Competent in administering Windows Server 2019 or newer.
• Strong grasp of both hardware and software components.
• Excellent verbal and written communication skills with an attentive listening ability.
• Background in customer service, helpdesk support, or automotive dealership environment is advantageous.
• Sound decision-making and analytical skills.
• Detail-oriented with effective time management and organizational capabilities.
• Capability to operate independently and cooperate within a team framework.

Compensation and Benefits

• Ongoing professional development supported by continuous training and recognized industry certifications.
• Exciting travel prospects across Canada, the United States, and the Caribbean.
• Comprehensive health benefits package including medical and dental coverage.
• Paid time off to maintain a healthy work-life balance.
• Inclusive and collaborative workplace culture that values individual contributions.
• Recognition programs and incentives linked to performance.
• Competitive salary range from $50,600 to $59,500 annually.
• Additional certification bonuses up to $4,800 per year.
• Travel-related incentive bonuses and other performance rewards.
• Attractive referral bonuses and exclusive staff discounts with partners like GM and Dell.

Additional Information

Travel requirement involves approximately one week per month within North America. The successful candidate will be invited to interview via email—with candidates advised to monitor their spam folders. PBS Systems is committed to equal employment opportunities and will provide accommodations during the recruitment process upon request.