Informatics Advisor / Customer Service Representative

PBS Systems•Calgary, AB

1d•Onsite

About The Position

PBS is seeking an Informatics Advisor to join their Informatics team and support the PBS Install Services Team. This role involves providing high-quality knowledge and expertise to clients who contact the call center with issues or service needs. The Informatics Advisor will offer immediate solutions and services, escalating to other departments when necessary. PBS is a growing company in the Dealership Management System (DMS) sector, emphasizing customer partnerships and employee growth.

Requirements

Good knowledge of printer and network setups, servers, switches, Microsoft platforms, peripheral setups, etc.
Strong computer skills with proficiency in Microsoft Office Suite
Excellent communication skills and phone etiquette
Excellent customer service skills
Strong problem solving and troubleshooting skills
Effective time management, organization, and self-management skills
Strong multi-tasking & prioritization
Strong documentation abilities
Ability to work occasional Saturdays and/or Sundays to support software installations
Ability to work occasional Canadian/USA holidays based on installation needs
High School diploma

Nice To Haves

Dealership experience is an asset

Responsibilities

Support and troubleshoot issues received by phone and email
Write up tickets and investigate issues involving third party data feeds
Review issues or concerns from vendors who collect data from dealerships
Fulfill data requests and communicate those setups to both internal and external customers
Assist on-site teams and dealerships with setting up payment processing machines
Configuration of online payment systems
Configure texting numbers, record automated messages for dealer appointments, and web setups
Follow processes for integration of manufacturer communications and ensure link is established
Work with internal staff to help investigate or find answers for those who are on-site
Investigate issues called or emailed in from on-site staff, create a ticket and escalate when needed
Maintain documentation and update as processes change within installs and data transfers
Navigate the DMS Software to assist customers
Participate in ongoing training in the software and different departments within the company

Benefits

Professional Development – Continuous training, industry certifications, and clear pathways for career advancement.
Travel Opportunities - Travel to locations across Canada, the U.S., and the Caribbean
Comprehensive health benefits - Medical and dental coverage to support your well-being.
Paid Time Off – Generous PTO to help you recharge and maintain work-life balance.
Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter.
Employee recognition - Regular appreciation programs and performance-based incentives
Competitive compensation package
Competitive annual base salary
Up to $4,800 per year in product certification bonuses
Outstanding travel incentive bonuses
Additional performance incentives
Attractive referral bonuses
Staff discounts – Exclusive savings with partners such as GM, Dell, and more