Bilingual (French and English) Service Support Analyst

Canadian Inclusion

Calgary

Hybrid

CAD 49,000 - 59,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Professional Development

Travel Opportunities

Health benefits

Paid Time Off

Inclusive culture

Employee recognition

Competitive salary

French incentive

Certification bonuses

Travel incentives

Referral bonuses

Staff discounts

Job summary

PBS Systems is seeking a enthusiastic Bilingual (French/English) Service Support Analyst to join our Client Services team in Calgary. You will provide top quality support in both languages to clients contacting our call center, delivering timely solutions or escalating to other departments as needed.

You will handle inquiries via multiple channels, document interactions, and collaborate across groups to streamline service delivery while pursuing certifications and KPI targets.

Qualifications

High school diploma required.
Valid driver's license required.
Proficiency in Microsoft Office (Windows 10/11, Outlook, Excel, Word, Teams).
Excellent bilingual communication in French and English, both written and spoken.

Responsibilities

Handle incoming issues and requests via phone, email, and live chat.
Log and document customer interactions in the ticketing system; escalate when needed.
Collaborate with other departments to improve service delivery.
Identify opportunities to improve processes and client experience.
Develop knowledge of PBS Systems software and supporting infrastructure.
Travel to locations in Canada and the US (approx. 1 week per month).
Meet KPI targets and participate in training and certifications.

Skills

Bilingual French/English

Customer service

Microsoft Office

Communication

Time management

Teamwork

Driver's license

Decision making

Education

High school diploma

Tools

Ticketing system

Job description

Bilingual (French and English) Service Support Analyst (Administrative)

Company Name:

Job Location:

Calgary, AB (Technology Center)

Job Type:

Full-time, Permanent

No. of Openings:

Job Requirement(s):

Internal Job Title:

Travel throughout Canada and USA, 1 week per month

Bilingual (French and English) Service Support Analyst - Tier 1

Reports To:

PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we've only just begun!

PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System(DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.

At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations.

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team as a Bilingual (French/English) Service Support Analyst. You will provide top quality knowledge and expertise in both French and English languages, to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments.

Job 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 supporting infrastructure
Achieve program certification within your primary group within 3 months and additional program certification/s within 15 months
Achieving and exceeding KPI targets and other metrics defined by the department
Available to travel at least 1 week per month throughout the US and Canada
Keeping abreast of software enhancements and new releases, by attending Apogees and reviewing release notes
Commit to ongoing personal development and cross-training as recommended by your Team Lead

Qualifications:

High school diploma
Must have Valid Driver's license
Previous customer service, helpdesk or dealership experience will be considered an asset
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 in French and English
Strong decision making and analytical abilities
Effective time management and organization skills.
Ability to work independently and within a team environment

What we offer:

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 – 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 ($49k/yr. - $59k/yr.)
French incentive $5,000
Up to $4,800 per year in product certification bonuses
Outstanding travel incentive bonusesAdditional performance incentives
Attractive employee referral bonuses
Staff discounts – Exclusive savings with partners such as GM, Dell, and more