Service Support Analyst

PBS Systems

3d • $42,000 - $52,000

About The Position

PBS Systems is looking for a Service Support Analyst to join our Client Services team, as a Service Support Analyst, you will provide excellent support to our new and existing customers in the Service module of our software. By assisting customers during development, install and training processes of their new dealership software. You will be assisting the customer with new software install training as well as online/on the phone assistance.

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
• A strong understanding of dealership operations within the Parts Department
• 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 escalating matters 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
• 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
• Assisting and training current as well as new staff members
• Maintaining and contributing knowledgebase articles including informational articles, how-to’s, troubleshooting guides and FAQs
• Escalating incidents to the appropriate development team
• Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required
• Commit to ongoing professional development and cross-training as recommended by your Team Lead
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
• Achieve additional program certification(s) within 6 months
• Available to travel at least 1 week per month throughout the US and Canada

Benefits

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Free parking
• Staff events
• Competitive base salary ($42,000 k/yr. - $52,000 k/yr. USD)
• Great referral bonus
• Staff discounts with GM, Dell, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees