Service Support Analyst
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. You will assist customers during the development, installation, and training processes of their new dealership software, providing assistance with new software installation training as well as online/on-the-phone support. PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! At PBS, we’re transforming how people buy and service vehicles—one dealership at a time. With almost 40 years in the industry, we’re the third-largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, and we’re growing fast. We treat our customers as partners and friends, offering a powerful, all-in-one software suite that supports every aspect of dealership operations—from sales and service to inventory and accounting. At PBS, we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills, 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.
- A strong understanding of dealership operations within the Parts Department
- 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
- 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
- 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 ($49,000k/yr. - $59,000k/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
