Job Title

PBS Systems is seeking a Parts Support Analyst - Tier 1 to join our Client Services team. As a Parts Support Analyst, you will provide excellent training to our new and existing customers in the Parts module of our software. Job Overview We 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. Responsibilities Handle incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensure they are addressed in a professional and timely manner Log and document all customer interactions within our ticketing system and request escalations as required Collaborate 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 the supporting infrastructure Maintain a high level of punctuality as well as a consistent, reliable attendance standard Achieve and exceed KPI targets and other metrics defined by the department Keep abreast of software enhancements and new releases, by attending apogees and reviewing release notes Commit to an ongoing professional development and cross-training as recommended by your Team Lead Achieve program certification within your primary group within 6 months and additional program certification(s) within 18 months Be available to travel 1 week per month throughout the USA and Canada Qualifications High school diploma Valid Drivers license Previous customer service, helpdesk or dealership experience will be considered an asset Excellent computer skills with a proficiency in Microsoft products including but not limited to 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 Strong decision making and analytical abilities Effective time management and organization skills Ability to work independently and within a team environment What we offer Internal promotion and growth opportunities An education department dedicated to helping you with professional and personal development The opportunity to travel Competitive base salary ($48k/yr - $58k/yr.) Free parking Staff events Bonus for product certification up to $4,800 per year Great referral bonus Staff discounts with GM, Dell, and more PBS Systems is an employment-equity employer. Candidates who require accommodations throughout the recruitment process please contact the Recruiting Department. #J-18808-Ljbffr