Service Support Analyst

PBS Systems is a rapidly growing vendor in North America specializing in dealership management systems. They are seeking a Service Support Analyst to provide exceptional support to customers during the installation and training processes of their dealership software.

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

Skills

• 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
• Available to travel at least 1 week per month throughout the US and Canada
• Previous customer service, helpdesk or dealership experience will be considered an asset

Benefits

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Free parking
• Staff events
• Great referral bonus
• Staff discounts with GM, Dell, and more

Company Overview