Service Support Analyst

Company Name: PBS Systems Job Location: Arlington, TX 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…