Service Support Analyst

Company Name:

PBS Systems

Job Location:

Calgary, AB (Tech Center) or Milton, ON

Job Type:

Full-time, Permanent

No. of Openings:

01

Job Requirement(s):
Internal Job Title:

Travel across Canada and USA up to one week per month
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 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 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. 
Previous customer service, helpdesk or dealership experience will be considered an asset 
Previous customer service, helpdesk or dealership experience will be considered an asset 
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 ($48,000k/yr. – $59,000k/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

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 reasonable accommodations throughout the recruitment process, please contact the Recruiting team at careers@pbssystems.com.