Service Support Analyst

PBS Systems is a rapidly growing vendor in North America specializing in dealership management systems. They are seeking a Service Support Analyst to provide exceptional support to customers during the installation and training processes of their dealership software. 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 Skills High school diploma Must have Valid Driver's license Excellent computer skills with proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc A strong understanding of dealership operations within the Parts Department 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 Available to travel at least 1 week per month throughout the US and Canada Previous customer service, helpdesk or dealership experience will be considered an asset Benefits Internal promotion and growth opportunities An education department dedicated to helping you with professional and personal development Free parking Staff events Great referral bonus Staff discounts with GM, Dell, and more Company Overview Established in 1988, PBS Systems is one of the largest Dealership Management System (DMS) providers in North America. It was founded in 1972, and is headquartered in Dubuque, Iowa, USA, with a workforce of 501-1000 employees. Its website is