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Overview Job Title: Bilingual Parts Support Analyst Location: Calgary, AB (Technical Center) Department: Parts Support Reports To: Team Lead, Technical Support Job Requirement(s): Travel throughout Canada and USA, 1 week per month No. of Openings: 01 The Opportunity We are changing the way people buy and service cars one dealership at a time. In business for over 30 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. PBS is committed to treating customers as business partners, technology innovators, and friends, and our software can run all aspects of an automotive dealership including sales, service, inventory management, and accounting modules. PBS is 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 Role PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team as a Bilingual (French/English) Parts Support Analyst. You will provide top quality knowledge and expertise in both French and English languages to our clients who contact our call center for issues or services, providing immediate solutions and services or escalating, if necessary, to other departments. Job 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 clients experience Develop knowledge and understanding of our software and supporting infrastructure Achieve program certification within your primary group within 3 months and additional program certifications within 15 months Achieving and exceeding KPI targets and other metrics defined by the department Available to travel at least 1 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 Qualifications High school diploma Must have Valid Drivers license Excellent computer skills with proficiency in Microsoft products including Windows 10/11, Outlook, Excel, Word, Teams, etc. Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing in French and English Strong decision making and analytical abilities Strong detail orientation Effective time management and organization skills Ability to work independently and within a team environment Previous customer service, helpdesk or dealership experience will be considered an asset Other skills as required by your primary group What We Offer Internal promotion and growth opportunities An education department dedicated to helping you with professional and personal development The opportunity to travel Free parking Staff events Competitive base salary ($48,000 K/yr. to $58,000 K/yr. CDN) Bonus for product certification up to $4,800 per year Great referral bonus Staff discounts with 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. #J-18808-Ljbffr