Technical Support Analyst - Intern

Canadian Inclusion; Calgary; Hybrid; CAD 28,000 - 34,000; Full time

Benefits offered by this job

Free parking

Staff events

Referral bonus

Job summary

PBS Systems is seeking a motivated Tech Support Analyst - Intern to join our Client Services team for a 3-month contract in Calgary. You will handle external and internal issues, document interactions, and collaborate across departments to deliver timely solutions.

The role emphasizes troubleshooting, knowledge development, and customer education. Ideal candidates have a high school diploma, relevant certifications or ongoing post-secondary studies, and a solid foundation in Windows OS,

Qualifications

• High School Diploma required.
• Relevant certification or post-secondary diploma in progress.
• Previous customer service or dealership experience is an asset.
• Strong understanding of Windows OS and Windows Server versions.
• PC hardware/software knowledge; Microsoft products.
• Networking basics (TCP/IP).
• CompTIA A+ and Network+.
• Strong problem solving and troubleshooting skills.
• Good time management and organization.
• Excellent verbal and written communication skills.

Responsibilities

• Handle incoming issues via phone, email, and chat within the support channels.
• Log and document customer interactions in the ticketing system and escalate when needed.
• Collaborate with other departments to improve service delivery.
• Identify opportunities to improve processes and client experience.
• Develop knowledge of software and supporting infrastructure; pursue relevant certifications.
• Meet KPI targets and other department metrics.
• Stay updated on software releases and enhancements.
• Commit to ongoing personal development and cross-training.

Skills

Windows OS knowledge

Networking TCP/IP

CompTIA A+

CompTIA Network+

Customer service

Problem solving

Time management

Verbal and written communication

Education

High School Diploma

Post-secondary certification/diploma in progress

Tools

PC hardware/software knowledge

LAN/WAN concepts

Job description

Technical Support Analyst - Intern (Administrative)

Job Location:

Calgary, AB (Tech Center)

Job Type:

Full-time, Contract (3-month)

No. of Openings:

01

Internal Job Title:

None

Technical Support Analyst - Intern

Reports To:

Team Lead, Technical 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 for a Technical Support Analyst - Intern ( 3-month contract). This role will support the PBS Install Services Team. As a Technical Support Analyst - Intern you will provide top quality knowledge to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments. Technical Support Analyst - Intern is responsible for handling trouble shooting, documenting issues, training customers, and following up on incidents relating to our software/services and performing implementations.

Responsibilities:

• Managing 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 the supporting Infrastructure
• Achieve relevant certification in line with department needs and requirements
• Achieving and exceeding KPI targets and other Metrics defined by the department
• Keeping abreast of Software enhancements and new releases, by reviewing release notes
• Commit to an ongoing personal development and cross-training as recommended by your Team Lead

Qualifications:

• High School Diploma required
• Relevant certification or post-secondary diploma in progress
• Previous customer service or dealership experience is an asset
• Strong understanding of Windows 7/8/10 Operating Systems and Windows 2008/2012 Servers
• Thorough understanding of PC hardware and software as well as Microsoft Products
• Previous experience working with Networks (TCP/IP)
• Basic LAN/WAN knowledge
• CompTIA A+ and Network +
• Problem solving and trouble shooting skills
• Effective time management and organization
• Strong multi-tasking and prioritization
• Excellent verbal and written communication skills
• Ability to work within and meet set deadlines

What we offer:

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• The opportunity to travel
• Free parking
• Staff events
• Competitive base salary ($20 - $25/hr.)
• Great referral bonus
• Staff discounts with GM, Dell, and more

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 theRecruiting Department.