Technical Support Analyst

3 weeks ago

Calgary, Canada Equest Full time
"PBS is the fastest growing "All Inclusive Business Platform" vendor in North America and we have only just begun "

The Opportunity:

We are changing the way people buy and service cars one dealership at a time. In business for over 30 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.

We are unique in the industry because 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.

And that is where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests.

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team to support the PBS Install Services Team. As a Technical Support Analyst 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 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
  • Available to travel at least 1 week per month throughout the USA and Canada
  • 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:
  • Previous customer service or dealership experience will be an asset
  • High School Diploma required, relevant certification or post-secondary diploma preferred
  • Strong understanding of Windows 7/8/10 Operating Systems and Windows 2008/2012 Servers
  • Previous experience working with Networks (TCP/IP)
  • Basic LAN/WAN knowledge
  • CompTIA A+ and Network + Certifications are an asset
  • Excellent customer service skills
  • Problem solving and trouble shooting skills
  • Strong documentation abilities
  • Effective time management and organization
  • Strong multi-tasking and prioritization
  • Excellent verbal and written communication skills
  • Ability to work within and meet set deadlines
  • Thorough understanding of PC hardware and software as well as Microsoft Products
  • Strong base knowledge of industry standard business applications
  • Willingness to commitment to an ongoing system of education and cross-training

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 ($50,000 k/yr. to $56,000 k/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.

#INPBS

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