Service Support Analyst

PBS Systems • Arlington, TX

2d • $43,000 - $53,000

About The Position

PBS Systems is hiring a Service Support Analyst to join its Client Services team. The analyst provides support to new and existing customers using the Service module of PBS dealership software, assisting customers during software development, installation, and training processes. The role includes helping with software installation and training, as well as providing assistance online and by phone. The position requires travel across the United States and Canada for at least one week per month.

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 communication and listening skills, with the ability to communicate clearly and professionally both verbally and in writing.
• 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.

Nice To Haves

• Previous customer service, helpdesk, or dealership experience.

Responsibilities

• Handle incoming external and internal issues, concerns, and requests through phone, email, live chat, and other support channels, addressing them professionally and promptly.
• Log and document customer interactions in the ticketing system and escalate matters when 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 and exceed department KPI targets and other defined metrics.
• Keep current with software enhancements and releases by attending apogees and reviewing release notes.
• Assist with and train current and new staff members.
• Maintain and contribute knowledgebase 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 for ticket and queue management.
• Participate in 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 throughout the United States and Canada for at least one week per month.

Benefits

• Continuous training, industry certifications, and career advancement pathways.
• Travel opportunities across Canada, the United States, and the Caribbean.
• Medical and dental coverage.
• Paid time off.
• A collaborative and supportive team environment.
• Employee appreciation programs and performance-based incentives.
• Competitive annual base salary of $43,000–$53,000 per year.
• Up to $4,800 per year in product certification bonuses.
• Travel incentive bonuses.
• Additional performance incentives.
• Employee referral bonuses.
• Staff discounts with partners such as GM and Dell.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED