Service Support Analyst - Tier 1

“PBS is the fastest growing ‘All Inclusive Business Platform’ vendor in North America and we have only just begun!”Job purposeAs an Application Support Analyst Tier 1 – Service Support, you will be responsible for providing remote and on-site support and training to our clients that use our software.DutiesYour duties include but are not limited to: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 requesting escalations 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.Achieve program certification within your primary group within 6 months and additional program certification/s within 18 months.Maintaining a high level of punctuality as well as a consistent, reliable attendance standard.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 released, by attending Apogees and reviewing release notes.Commit to ongoing personal development and cross-training as recommended by your Team Lead.QualificationsExcellent 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.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.Ability to work independently and within a team environment.High school diploma.Must have Valid Drivers license.Previous customer service, helpdesk or dealership experience will be considered an asset.Working conditions and EquipmentThis is a full time permanent role, PBS works a 40-hour work weekOccasional travel may be required within Canada and US for new dealership installs up to 2 weeks per quarterOccasional Saturday and/or Sunday work may be required (travel)Standard PC provided at time of hirePhysical requirementsThis 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.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).Direct reportsNoneShould you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.#INPBS