Support Analyst (Sales Module)

• 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 the supporting Infrastructure
• Achieve program certification within your primary group within 3 months and additional program certification/s within 18 months
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard
• Achieving and exceeding KPI targets and other metrics defined by the department
• Available to travel at least one week per month throughout the US and Canada
• Keeping abreast of software enhancements and new releases, by attending Apogees and reviewing release notes
• Commit to ongoing personal development and cross-training as recommended by your Team Lead
• Achieve program certification within your primary group within 9 months and additional program certification(s) within 18 months
• Contribute to our Knowledge Base to support team processes, knowledge exchange and advance project outcomes

• High school diploma
• Must have Valid Driver’s license
• 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
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Strong decision making and analytical abilities
• Detail oriented
• 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 ($49,000k/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
• Competitive annual base salary ($49,000k/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.