Service Support Analyst

About the Company

PBS Systems is a leading provider of an inclusive Business Platform with nearly 40 years in the automotive industry. As the third-largest Dealership Management System (DMS) vendor in North America, PBS offers software that streamlines dealership operations from sales and service to inventory and accounting. The company is rapidly expanding and treats customers as partners, fostering strong, lasting relationships.

Role Overview

We are seeking a Service Support Analyst to join our Client Services team based in Calgary, Alberta. This full-time permanent position reports to the Team Lead, Service Support. The role involves delivering exceptional assistance to new and existing customers specifically within the Service module of our dealership software. Responsibilities span supporting customers through software development, installation, and training phases, as well as providing ongoing online and phone support.

Key Responsibilities

• Manage incoming queries and issues from both internal and external customers across various support channels, including phone, email, and live chat, ensuring professional and timely resolution.
• Accurately log all customer interactions into the ticketing system and escalate matters when necessary.
• Work collaboratively with different departments to optimize and enhance service delivery.
• Identify and implement process improvements that enhance client experiences.
• Develop thorough knowledge of the PBS software and the supporting infrastructure.
• Consistently meet and surpass department KPI targets and metrics.
• Stay informed about software updates and new releases by attending training sessions and reviewing release notes.
• Assist in training existing staff and new hires on relevant processes and software features.
• Maintain and contribute to the knowledgebase with articles such as how-to guides, FAQs, and troubleshooting tips.
• Escalate complex incidents to the development team appropriately.
• Effectively manage ticket queues by reviewing and acting on outstanding tickets.
• Commit to ongoing professional growth and cross-training as guided by the team lead.
• Maintain consistent punctuality and attendance standards.
• Obtain additional program certifications within six months of employment.
• Travel up to one week per month across Canada and the USA as required.

Qualifications and Requirements

• High school diploma is required.
• Valid driver's license is mandatory.
• Previous experience in customer service, helpdesk support, or dealership environments is advantageous.
• Proficiency in Microsoft Office products, including Windows 10/11, Outlook, Excel, Word, and Teams.
• Strong verbal and written communication skills with professional and clear interaction style.
• Analytical mindset with good decision-making capabilities.
• Exceptional attention to detail.
• Effective time management and organizational skills.
• Ability to work both independently and collaboratively within a team.

Benefits and Perks

• Ongoing professional development opportunities, including continuous training and industry certifications to support career progression.
• Travel opportunities throughout Canada, the U.S., and the Caribbean.
• Comprehensive health benefits covering medical and dental needs.
• Paid Time Off (PTO) to support work-life balance.
• An inclusive and collaborative workplace culture that values employee input.
• Regular employee recognition and performance-based incentives.
• Competitive salary range from $49,000 to $59,000 per year.
• Certification bonuses up to $4,800 annually.
• Attractive travel incentive bonuses and additional performance-based rewards.
• Employee referral bonuses for successful candidate recommendations.
• Discounts on products and services through partnerships with brands such as GM and Dell.

Additional Information

The selected candidate will be contacted via email; applicants are encouraged to check spam or junk folders. PBS Systems is committed to employment equity and provides reasonable accommodations during the recruitment process upon request.