Bilingual (French and English) Support Analyst (Sales Module)

PBS Systems•Arlington, TX

89d

About The Position

PBS Systems is hiring a Bilingual (French and English) Sales Support Analyst for its Client Services team. The role provides knowledge and support in French and English to clients contacting the call center, resolving issues and service requests directly or escalating them to other departments as needed. The position is based in Arlington, Texas, and requires travel throughout the United States and Canada for at least one week per month.

Requirements

High school diploma.
Valid driver's license.
Excellent computer skills, including proficiency with Microsoft products such as Windows 10/11, Outlook, Excel, Word, and Teams.
Excellent communication and listening skills, with the ability to communicate clearly and professionally in writing and verbally in both French and English.
Strong decision-making and analytical abilities.
Strong attention to detail.
Effective time-management and organizational skills.
Ability to work independently and as part of a team.

Nice To Haves

Previous customer service, helpdesk, or dealership experience.

Responsibilities

Handle incoming internal and external issues, concerns, and requests in French and English through phone, email, live chat, and other support channels, addressing them professionally and promptly.
Log and document customer interactions in the ticketing system and escalate matters when required.
Collaborate with other groups and departments to streamline service delivery.
Identify opportunities for process improvements that positively affect the client experience.
Develop knowledge of PBS software and its supporting infrastructure.
Achieve certification in the primary group within three months and additional program certifications within 15 months.
Meet and exceed department KPI targets and other defined metrics.
Travel at least one week per month throughout the United States and Canada.
Keep up to date with software enhancements and releases by attending Apogees and reviewing release notes.
Pursue ongoing personal development and cross-training as recommended by the Team Lead.

Benefits

Professional development through continuous training, industry certifications, and career advancement pathways.
Travel opportunities to locations across Canada, the United States, and the Caribbean.
Medical and dental coverage.
Paid time off.
Inclusive, collaborative, and supportive team environment.
Employee recognition programs and performance-based incentives.
Competitive compensation package and annual base salary.
Up to $4,800 per year in product certification bonuses.
Travel incentive bonuses.
Additional performance incentives.
Employee referral bonuses.
Staff discounts with partners such as GM and Dell.