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Sales Support Analyst

3 weeks ago

Calgary, Canada PBS Systems Full time

Job purpose
As a Sales Support Analyst - Tier 2, you will provide advanced training to new and existing customers on our Dealer Management software. You will be responsible for assisting customers during the installation and training process of their new dealership sales software and providing support, online and over the phone. You will be required to visit the customer site for new software install and training.

**Responsibilities**:

- Sales Support Analyst - Tier 2 keeps users informed about their escalations/incident’s status at agreed intervals
- Sales Support Analyst - Tier 2 takes over incidents which cannot be solved immediately with the means of Tier 1 Sales Analysts
- Tier 2 analysts will organize and conduct training sessions for the Tier 1’s monthly or as needed
- Sales Support Support Analyst - Tier 2 will provide mentoring and training for Tier - 1 Analysts
- Complete self-directed projects to improve internal performance within the team
- Provides excellent Sales Software support and training to our customers
- Remote and on-site training of automotive dealership personnel
- Working on project teams to support other departments and install needs
- Write up tickets and investigate issues that arise
- Maintain documentations and update as processes change within installs and data transfers
- Collaborating with teams inside and outside of client services
- Responds to both internal and external support requests in a timely manner
- Works directly with customers for training and support
- Be able to talk about and navigate our DMS Software (sales section) to be able to better assist customers
- Be available for travel and provide onsite support to customers one week per month

**Qualifications**:

- Previous customer service or dealership experience will be considered an asset
- Experience as a Tier 1 analyst in Sales Support
- Computer proficiency in Microsoft Office Suit - web
- High School Diploma
- Excellent communication skills and phone manners
- Excellent customer service skills
- Problem solving and trouble shooting skills
- Strong documentation abilities
- Effective time management and organization
- Strong multi-tasking and prioritization
- Willingness to commitment to an ongoing system of education and cross-training
- Work well independently and in a team