Sales Support Analyst - Tier 1

Job purpose

As an Sales Support Analyst Tier 1, you will be responsible for providing remote and on-site support and training to our clients that use our software.

Duties

Your Duties Include But Are Not Limited To

• Develop knowledge and understanding of our software and the supporting Infrastructure.
• Logging and documenting all customer interactions within our ticketing system and escalating matters as required.
• 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.
• Achieving and exceeding KPI targets and other Metrics defined by the department.
• Keeping abreast of Software enhancements and new released, by attending Apogees and reviewing release notes.
• Commit to an ongoing personal development and cross-training as recommended by your Team Lead.
• Maintaining a high level of punctuality as well as a consistent, reliable attendance standard.
• Identify opportunities to drive process improvements that positively impact the client’s experience.
• Achieve program certification within your primary group within 3 months and additional program certification/s within 18 months.
• Collaborating with other groups/departments to streamline service delivery.
• Available to travel at least 1 week per month throughout the US and Canada.

Qualifications

• 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.
• Effective time management & organization skills.
• High school diploma.
• Must have Valid Driver’s license.
• Strong detail orientation.
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing.
• Ability to work independently and within a team environment.
• Strong decision making and analytical abilities.

Working conditions and Equipment

• Available to work various shifts including Saturdays and Sunday’s dependent on the departments needs and requirements.
• PBS works a 40-hour work week
• Available to travel at least 1 week per month throughout the US and Canada.
• Standard PC provided at time of hire

Physical requirements

• Lifting to a light level (up to 20 lbs/10 kgs on an occasional basis, and up to 10 lbs /5 kgs on a frequent basis).
• This position can require long periods of sitting or standing and extended use of a computer and phone.
• Sit/stand desks are available when working in the office environment.

Direct reports

• None