Technical Support Analyst

Company Name

PBS Systems

Job Location

Calgary, AB (Technology Center)

Job Type

Full-time, Permanent

No. Of Openings

Internal Job Title

Travel across Canada and USA up to 1 week per month

Technical Support Analyst - Tier 1

Reports To

“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “

The Opportunity

PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting. What sets us apart is how we treat our customers - as partners, innovators and friends.

At PBS, we invest in your growth. Your career can progress in alignment with your strengths, interests, and aspirations. Apply today!

The Role

PBS 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.

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 the supporting Infrastructure
• Achieving relevant certification in line with department needs and requirements
• Achieving and exceeding KPI targets and other Metrics defined by the department
• Maintaining and contributing knowledge-based articles including informational articles, troubleshooting guides, and FAQs
• Available to travel at least 1 week per month throughout the US and Canada
• Keeping abreast of Software enhancements and new releases, by reviewing release notes
• Commit to ongoing personal development and cross-training as recommended by your Team Lead

Qualifications

• Post-Secondary Diploma in I.T. or equivalent
• Must have Valid Driver’s license
• Previous experience in networking (TCP/IP)
• Basic LAN/WAN knowledge
• CompTIA A+ or equivalent
• Network+ or equivalent
• Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.
• Proficiency in Windows Server 2019 and later
• Strong understanding of hardware and software
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Previous customer service, helpdesk or dealership experience will be considered an asset
• 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 - 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 ($50,600k/yr. - $59,500k/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 is an equal opportunity employer. Accommodation will be provided during the hiring process as required.