Service Support Analyst

PBS SYSTEMS; Calgary; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

A leading software provider is seeking a Service Support Analyst in Calgary to provide excellent support to clients using their service software. Responsibilities include handling customer inquiries, documenting interactions, and collaborating with teams for service delivery. The ideal candidate has a high school diploma and strong computer and communication skills. This role offers competitive compensation of $42,000 – $52,000 per year, internal promotion opportunities, and is expected to travel throughout Canada and the USA for one week each month.

Benefits

Internal promotion and growth opportunities

Education and personal development support

Free parking

Staff events

Great referral bonus

Staff discounts with GM, Dell, and more

Qualifications

• Valid driver’s license.
• Previous customer service, helpdesk or dealership experience is considered an asset.
• Strong understanding of dealership operations within the Parts Department.

Responsibilities

• Handle incoming issues through all support channels and ensure timely resolution.
• Log and document all customer interactions within ticketing system.
• Collaborate with other departments to streamline service delivery.

Skills

Excellent computer skills with proficiency in Microsoft products

Excellent communication and listening skills

Strong decision making and analytical abilities

Effective time management and organization skills

Detail orientation

Ability to work independently and within a team environment

Education

High school diploma

Tools

Microsoft Windows 10/11

Microsoft Outlook

Microsoft Excel

Microsoft Word

Microsoft Teams

Job description

Internal Job Title: Service Support Analyst – Tier 1

Location: Calgary - Tech Center & Arlington, TX

Department: Service Support

Reports To: Team Lead, Service Support

Job Requirement(s): Travel throughout Canada and USA, 1 week per month

Openings: 01

The Opportunity

PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! We are changing the way people buy and service cars one dealership at a time. In business for over 35 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help. PBS is unique in that we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.

The Role

PBS Systems is looking for a Service Support Analyst to join our Client Services team. As a Service Support Analyst you will provide excellent support to our new and existing customers in the Service module of our software. By assisting customers during development, installation and training processes of their new dealership software, you will help them with new software install training as well as online/on the phone assistance.

Responsibilities

• Handling incoming external and internal issues, concerns, and requests through all support channels (Phone, Email, Live Chat, etc.) 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
• Identifying opportunities to drive process improvements that positively impact the client’s experience
• Developing knowledge 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 releases and reviewing release notes
• Assisting and training current as well as new staff members
• Maintaining and contributing knowledge base articles including informational articles, how-to’s, troubleshooting guides and FAQs
• Escalating incidents to the appropriate development team
• Managing ticket/queue – reviewing and acting on outstanding tickets as required
• Committing to ongoing professional development and cross‑training as recommended by your Team Lead
• Maintaining a high level of punctuality and a consistent, reliable attendance standard
• Achieving additional program certification(s) within 6 months
• Being available to travel at least 1 week per month throughout the US and Canada

Qualifications

• High school diploma
• Valid driver’s license
• Previous customer service, helpdesk or dealership experience is considered an asset
• Excellent computer skills with proficiency in Microsoft products including 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

What we offer

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Free parking
• Staff events
• Competitive base salary ($42,000 – $52,000 / yr.)
• Great referral bonus
• Staff discounts with GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk / spam folder.

PBS Systems thanks all applicants for their interest; however, only those selected for an interview will be contacted.

PBS Systems is an employment-equity employer.

Candidates who require accommodations throughout the recruitment process please contact the Recruiting Department.