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

PBS Systems•Arlington, TX

43d

About The Position

PBS Systems is seeking an enthusiastic and organized Bilingual (French/English) Sales Support Analyst to join its Client Services team. The analyst provides clients with knowledgeable support in French and English through the company’s call center, resolving issues and service requests immediately when possible and escalating them to other departments when necessary. The role is based in Arlington, Texas, and requires travel throughout the United States and Canada for at least one week per month. The analyst handles incoming client and internal requests through phone, email, live chat, and other support channels; documents interactions in the ticketing system; and collaborates with other teams to improve service delivery and the client experience. The position also involves learning PBS software and its supporting infrastructure, earning program certifications, meeting department performance targets, and staying current on software updates and releases. PBS describes the position as full-time and permanent and offers training, career-development opportunities, health benefits, paid time off, incentives, and employee discounts.

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 verbal and written communication and listening skills in both French and English, with the ability to communicate clearly and professionally.
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 external and internal issues, concerns, and requests through support channels including phone, email, and live chat, addressing them professionally and promptly.
Log and document customer interactions in the ticketing system and escalate matters as 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 primary-group program certification within three months and additional program certifications within 15 months.
Meet and exceed department KPI targets and other defined metrics.
Travel throughout the United States and Canada at least one week per month.
Stay current on software enhancements and new releases by attending Apogees and reviewing release notes.
Commit to ongoing personal development and cross-training as recommended by the Team Lead.

Benefits

Professional development, including 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.
Collaborative and supportive team environment.
Employee recognition programs and performance-based incentives.
Competitive compensation package and annual base salary.
Product certification bonuses of up to $4,800 per year.
Travel incentive bonuses.
Additional performance incentives.
Employee referral bonuses.
Staff discounts with partners such as GM and Dell.