Team Lead - Technical Support

Job Title: Team Lead Technical Support

Department: Client Services

Reports To: Program Manager -  Technical Support

Job Requirement(s): Ocassional travel required

Location: Arlington, TX

No.

of Openings: 1

“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “ 
 
The Opportunity:

We are changing the way people buy and service cars one dealership at a time.

In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry.

Each month we welcome hundreds of new users to our software platform, and we need your help.
 
We are unique in the industry because we view our customers as business partners, technology innovators, and friends.

Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.
 
 And that is where you come into the picture.

While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers.

After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests.

 

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team to support the PBS Install Services Team.

As a As a Team Lead – Technical Support, you will be responsible for providing guidance, coaching and support to your team.

In addition, providing remote and on-site support you will be training to our clients that use our software.

You will provide top quality knowledge to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments.

Technical Customer Service Representative is responsible for handling trouble shooting, documenting issues, training customers, and following up on incidents relating to our software/services and performing implementations.

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 


* Escalating Incidents, Problems, and Enhancement tickets to our development team 


* Ticket/ Queue Management - Reviewing and actioning outstanding tickets 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 relevant certification in line with department needs and requirements 


* Analyze and evaluate KPI targets and other Metrics defined by the department, and use ...