Parts Support Analyst
About The Position
PBS Systems is looking for a Parts Support Analyst – Tier 1 to join our Client Services team, as a Parts Customer Service Representative. In this role, you will provide excellent support to our new and existing customers in the Parts module of our software. You will assist customers during the development, installation, and training processes of their new dealership software, offering online and phone assistance. PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America. We treat our customers as partners, innovators, and friends, and we invest in employee growth with career progression aligned with strengths, interests, and aspirations.
Requirements
- High school diploma.
- Must have Valid Driver’s license
- Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
- Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
- Strong decision making and analytical abilities
- Strong detail orientation
- Effective time management and organization skills
- Ability to work independently and within a team environment
Nice To Haves
- Previous customer service, helpdesk or dealership experience will be considered an asset
Responsibilities
- Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner
- Logging and documenting all customer interactions within our ticketing system and requesting escalations as required
- Collaborating with other groups/departments to streamline service delivery
- Identify opportunities to drive process improvements that positively impact the client’s experience
- Develop knowledge and understanding of our software and support infrastructure
- Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
- Achieving and exceeding KPI targets and other metrics defined by the department.
- Keeping abreast of software enhancements and new releases, by attending apogees and reviewing release notes
- Commit to ongoing professional development and cross-training as recommended by your Team Lead
- Achieve program certification within your primary group within 9 months and additional program certification(s) within 18 months
- Contribute to our Knowledge Base to support team processes, knowledge exchange and advance project outcomes
- Available to travel at least 1 week per month throughout the USA and Canada
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 ($49k/yr. - 59k/yr.)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
