Technical Support Analyst

Company Name: PBS SystemsJob Location: Calgary, AB (Tech Center)Job Type: Full-time, PermanentInternal Job Title: Technical Support Analyst - Tier 1Reports To: Team Lead - Technical SupportJob Requirement(s): Travel throughout Canada and USA, 1 week per monthNo. of Openings: 01“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “The OpportunityWe are changing the way people buy and service cars one dealership at a time. In business for over 35 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 RolePBS Systems is looking for an enthusiastic and organized individual to join our Client Services team. This role will 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 Customer Service Representative is responsible for handling trouble shooting, documenting issues, training customers, and following up on incidents relating to our software/services and performing implementations.ResponsibilitiesHandling 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 the supporting InfrastructureAchieve relevant certification in line with department needs and requirementsAchieving and exceeding KPI targets and other Metrics defined by the departmentAvailable to travel at least 1 week per month throughout the US and CanadaKeeping abreast of Software enhancements and new releases, by reviewing release notesCommit to an ongoing personal development and cross-training as recommended by your Team Lead QualificationsRelevant certification or post-secondary Diploma or DegreeValid Driver's LicenseStrong understanding of Windows 7/8/10/11 Operating Systems and Windows 2019/2022 ServersPrevious experience working with Networks (TCP/IP)Basic LAN/WAN knowledgeCompTIA A+ and Network +Thorough understanding of PC hardware and software as well as Microsoft ProductsExcellent customer service skillsProblem solving and trouble shooting skillsStrong documentation abilitiesEffective time management and organizationStrong multi-tasking and prioritizationExcellent verbal and written communication skillsAbility to work within and meet set deadlinesStrong base knowledge of industry standard business applicationsWillingness to commit to an ongoing system of education and cross-trainingWhat We OfferInternal promotion and growth opportunitiesAn education department dedicated to helping you with professional and personal developmentThe opportunity to travelFree parkingStaff eventsBonus for product certification up to $4,800 per yearGreat referral bonusStaff discounts with GM, Dell, and moreShould you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folderPBS 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.