Technical Support Analyst

Ontario Milton, NS
Permanent
Full-time

15 days ago

Company Name:PBS SystemsJob Location:Milton, ONJob Type:Full-time, PermanentNo. of Openings:01Job Requirement(s):Internal Job Title:Travel across Canada and USA up to 1 week per monthTechnical Support Analyst - Tier 1Reports To:01“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 – Generous 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
Up to $4,800 per year in product certification bonuses
Outstanding travel incentive bonuses
Additional performance incentives
Attractive referral bonuses

Staff discounts – Exclusive savings with partners such as GM, Dell, and moreShould 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.

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