Bilingual (French and English) Support Analyst (Sales Module)

PBS Systems; Calgary; On-site; CAD 48,000 - 58,000; Full time

Benefits offered by this job

Professional Development

Travel opportunities

Health benefits

Paid Time Off

Inclusive culture

Employee recognition programs

Competitive compensation

Product certification bonuses

Job summary

PBS Systems is seeking a Bilingual (French/English) Sales Support Analyst to join our Client Services team in Calgary, AB. You will provide top-quality expertise to clients contacting our call center, delivering immediate solutions or escalating to other departments as needed.

You will handle inquiries across channels, document interactions in our ticketing system, and collaborate with different teams to improve service delivery.

Qualifications

• High school diploma required.
• Valid driver’s license required.
• Customer service or helpdesk experience is a plus.
• Fluent in French and English with strong communication skills.

Responsibilities

• Handle inquiries via phone, email, live chat and other channels within the department.
• Log and document all interactions in the ticketing system and escalate when needed.
• Collaborate across groups to streamline service delivery.
• Travel at least 1 week per month throughout the US and Canada.
• Develop product knowledge and pursue certifications as required.

Skills

Bilingual French/English

Customer service experience

Time management

Teamwork

Education

High school diploma

Tools

Microsoft Office Suite

Windows 10/11

Outlook

Excel

Word

Teams

Job description

Internal Job Title:

Travel throughout Canada and USA, 1 week per month

Company Name

PBS Systems

Job Location

Calgary, AB (Technical Center)

Job Type

Full-time, Permanent

No. Of Openings

01

Job Requirement(s)

Internal Job Title: Travel throughout Canada and USA, 1 week per month

Bilingual Sales Support Analyst - Tier 1

Reports To Team Lead, Sales Support

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) Sales 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
• Strong detail orientation
• 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 – Genero us 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 ($48k/yr. - $58k/yr.)
• $5000 French incentive bonus
• 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

PBS is an equal opportunity employer. Accommodation will be provided during the hiring process as required.