Service Support Analyst

PBS Systems•Arlington, TX

About The Position

PBS Systems is seeking a Service Support Analyst to join its Client Services team and provide support to new and existing customers using the Service module of its dealership management software. The role assists customers during software development, installation, and training, including new-software installation training and online or telephone support. The position is based in Arlington, Texas, and requires travel across the United States and Canada for at least one week per month. The analyst handles customer and internal requests through phone, email, live chat, and other support channels; documents and manages tickets; collaborates across departments; and escalates incidents when needed. The role also includes learning the software and support infrastructure, meeting department metrics, keeping current with releases, training colleagues, maintaining knowledge-base content, and pursuing ongoing professional development and program certifications.

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, 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.
Previous customer service, helpdesk, or dealership experience is considered an asset.

Nice To Haves

Previous customer service, helpdesk, or dealership experience.

Responsibilities

Handle external and internal issues, concerns, and requests received through phone, email, live chat, and other support channels in a professional and timely manner.
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 the software and support infrastructure.
Meet or exceed department KPIs and other defined metrics.
Keep up to date with software enhancements and releases by attending apogees and reviewing release notes.
Assist with and train current and new staff members.
Maintain and contribute knowledge-base articles, including informational articles, how-to guides, troubleshooting guides, and FAQs.
Escalate incidents to the appropriate development team.
Review and action outstanding tickets as required.
Commit to ongoing professional development and cross-training as recommended by the Team Lead.
Maintain punctuality and consistent, reliable attendance.
Achieve additional program certifications within six months.
Travel at least one week per month throughout the United States and Canada.

Benefits

Continuous training, industry certifications, and clear pathways for career advancement.
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 appreciation programs and performance-based incentives.
Competitive compensation package.
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.