Service Support Analyst

Service Support Analyst - Tier 1PBS 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, 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 mannerLogging and documenting all customer interactions within our ticketing system and escalating matters as requiredCollaborating with other groups/departments to streamline service deliveryIdentify opportunities to drive process improvements that positively impact the client's experienceDevelop knowledge and understanding of our software and support infrastructureAchieving and exceeding KPI targets and other Metrics defined by the departmentKeeping abreast of software enhancements and new releases, by attending apogees and reviewing release notesAssisting and training current as well as new staff membersMaintaining and contributing knowledgebase articles including informational articles, how-to's, troubleshooting guides and FAQsEscalating incidents to the appropriate development teamTicket/ Queue Management - Reviewing and actioning outstanding tickets as requiredCommit to ongoing professional development and cross-training as recommended by your Team LeadMaintaining a high level of punctuality as well as a consistent, reliable attendance standardAchieve additional program certification(s) within 6 monthsAvailable to travel at least 1 week per month throughout the US and CanadaQualifications:High school diplomaMust have Valid Driver's licensePrevious customer service, helpdesk or dealership experience will be considered an assetExcellent 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 writingStrong decision making and analytical abilitiesStrong detail orientationEffective time management and organization skillsAbility to work independently and within a team environmentWhat we offer:Professional Development – Continuous training, industry certifications, and clear pathways for career advancementTravel Opportunities - Travel to locations across Canada, the U.S., and the CaribbeanComprehensive health benefits - Medical and dental coverage to support your well-beingPaid Time Off – PTO to help you recharge and maintain work-life balanceInclusive culture - A collaborative, supportive team environment where your ideas and voice truly matterEmployee recognition - Regular appreciation programs and performance-based incentivesCompetitive compensation packageCompetitive annual base salary ($45,000k/yr. - $53,700k/yr. USD)Up to $4,800 per year in product certification bonusesOutstanding travel incentive bonusesAdditional performance incentivesAttractive employee referral bonusesStaff discounts – Exclusive savings with partners such as GM, Dell, and moreShould 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 reasonable accommodations throughout the recruitment process, please contact the Recruiting team at View email address on apply.j-vers.com.