Service Support Analyst Full Time NEW

PBS Systems

Job Location:

Arlington, TX

Job Type

Full-time, Permanent

No. Of Openings

01

Job Requirement(s)

Internal Job Title:

Travel across Canada and USA up to one week per month

Service Support Analyst – Tier 1

Reports To

Team Lead, Sales Support

PBS is the fastest growing Dealership Software – All Inclusive Business Platform vendor in North America and we’ve only just begun!”

The Opportunity

At PBS, we’re transforming how people buy and service vehicles—one dealership at a time. With almost 40 years in the industry, we’re the third-largest Dealership Management System (DMS) provider in North America. Each month, hundreds of new users join our platform, and we’re growing fast.

We treat our customers as partners and friends, offering a powerful, all-in-one software suite that supports every aspect of dealership operations—from sales and service to inventory and accounting.

At PBS, we are committed to supporting your professional growth. Your career path here can evolve in alignment with your skills, interests, and aspirations.

The Role

PBS Systems is looking for a Service Support Analyst to join our Client Services team. As a Service Support Analyst, you will provide excellent support to our new and existing customers in the Sales module of our software. By assisting customers during development, install and training processes of their new dealership software. You will be assisting the customer with new software install training as well as online/on the phone assistance.

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 the supporting Infrastructure
• Achieve program certification within your primary group within 3 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 one 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
• Achieve program certification within your primary group within 9 months and additional program certification(s) within 18 months
• Contribute to our Knowledge Base to support team processes, knowledge exchange and advance project outcomes

Qualifications

• 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.
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Strong decision making and analytical abilities
• Detail oriented
• Effective time management and organization skills
• Ability to work independently and within a team environment

What We Offer

• Professional Development – Continuous training, industry certifications, and clear pathways for career advancement.
• Travel Opportunities – Travel to locations across Canada, the U.S., and the Caribbean
• Comprehensive health benefits – Medical and dental coverage to support your well-being.
• Paid Time Off – Generous PTO to help you recharge and maintain work-life balance.
• Inclusive culture – A collaborative, supportive team environment where your ideas and voice truly matter.
• Employee recognition – Regular appreciation programs and performance-based incentives
• Competitive compensation package
• Competitive annual base salary ($45,000k/yr. – $53,000k/yr. USD)
• Up to $4,800 per year in product certification bonuses
• Outstanding travel incentive bonuses
• Additional performance incentives
• Attractive referral bonuses
• Staff discounts – Exclusive savings with partners such as GM, Dell, and more

Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.

PBS Systems thanks all applicants for their interest, however only those selected for an interview will be contacted. PBS Systems is an employment-equity employer. Candidates who require reasonable accommodations throughout the recruitment process, please contact the Recruiting team at careers@pbssystems.com.