Service Support Analyst

PBS Systems; Arlington (TX); On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

Professional Development

Travel Opportunities

Health benefits

Paid Time Off

Inclusive culture

Employee recognition

Competitive compensation

Staff discounts

Job summary

PBS Systems in Arlington, TX seeks a Service Support Analyst to support customers in the Service module, assisting with development, installation and training of dealership software. The role involves on-site and remote assistance, logging interactions, and collaborating across teams.

Travel up to one week per month across the US and Canada; diverse opportunities for growth, certifications, and professional development within a fast-growing company.

Qualifications

• High school diploma is required.
• Valid Driver’s license required.
• Customer service or helpdesk experience is a plus.
• Strong computer skills with Microsoft products.
• Excellent communication and listening skills.
• Strong decision making and analytical abilities.
• Excellent time management and organization.
• Ability to work independently and in a team.

Responsibilities

• Handle incoming issues and requests via phone, email, and chat promptly and professionally.
• Log and document customer interactions in the ticketing system; escalate when needed.
• Collaborate with other teams to streamline service delivery.
• Identify opportunities to improve processes and client experience.
• Develop knowledge of PBS software and support infra.
• Meet KPI targets and department metrics.
• Stay updated on software enhancements and releases.
• Train and assist current and new staff.
• Maintain knowledgebase articles and guides.
• Escalate incidents to development teams as required.

Skills

Customer service

Helpdesk experience

Dealership experience

MS Office proficiency

Communication skills

Time management

Teamwork

Independent work

Detail orientation

Analytical abilities

Education

High school diploma

Tools

Windows 10/11

Outlook

Excel

Word

Teams

Job description

Company Name: PBS Systems

Job Location: Arlington, TX

Job Type: Full-time, Permanent

No. of Openings: 01

Job Requirement(s): Travel across Canada and USA up to one week per month

Internal Job Title: Service Support Analyst - Tier 1

Reports To: Team Lead, Service Support

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

The Opportunity:

At PBS, we’re transforming how people buy and service vehicles—one dealership at a time. With almost 40 years in the industry, we’re the third-largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, and we’re growing fast.

We treat our customers as partners and friends, offering a powerful, all-in-one software suite that supports every aspect of dealership operations—from sales and service to inventory and accounting.

At PBS, we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills, interests, and aspirations.

The Role:

PBS Systems is lookingfor 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, install and training processes of their new dealership software. You will be assisting the customer 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 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

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
• 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 – 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 ($43,000k/yr. - $53,000k/yr.)
  • Up to $4,800 per year in product certification bonuses
  • Outstanding travel incentive bonuses
  • Additional performance incentives
  • Attractive employee referral bonuses
• Staff discounts – Exclusive savings with partners such as 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 reasonable accommodations throughout the recruitment process, please contact theRecruitingteam at [e-mail].