Support Analyst (Sales Module)

PBS Systems•Arlington, TX

64d•$45,000 - $53,000

About The Position

PBS Systems is seeking a Support Analyst (Sales Module) to join its Client Services team. The role supports new and existing customers using the Sales module of PBS Systems’ dealership software, including assisting customers during software development, installation, and training processes. Support is provided through online and phone assistance, as well as customer training for new software installations. 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 and proficiency with Microsoft products, including 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.
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 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 its supporting infrastructure.
Achieve program certification within the primary group within the stated timeframe and additional program certifications within 18 months. The posting gives two different primary certification timelines: three months and nine months.
Maintain punctuality and consistent, reliable attendance.
Meet and exceed department KPI targets and other metrics.
Travel throughout the United States and Canada for at least one week per month.
Keep up to date with software enhancements and releases by attending Apogees and reviewing release notes.
Commit to ongoing personal development and cross-training as recommended by the Team Lead.
Contribute to the Knowledge Base to support team processes, knowledge exchange, and project outcomes.

Benefits

Professional development through continuous training, industry certifications, and career advancement pathways.
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.
Annual base salary of $45,000–$53,000 USD.
Up to $4,800 per year in product certification bonuses.
Travel incentive bonuses.
Additional performance incentives.
Referral bonuses.
Staff discounts with partners such as GM and Dell.