Parts Support Analyst

Company Name:

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 2 weeks per month

Parts Support Analyst - Tier 1

Reports To:

Team Lead, Parts Support

 

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

PBS has been transforming how people buy and service cars for almost 40 years, becoming the third largest Dealership Management System (DMS) provider in North America.

Each month, hundreds of new users join our platform, which helps dealerships manage sales, service, inventory, and accounting.

What sets us apart is how we treat our customers - as partners, innovators and friends.

At PBS, we invest in your growth.

Your career can progress in alignment with your strengths, interests, and aspirations.

Apply today!

The Role:

 

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

As an Parts Support Analyst, you will provide excellent training to our new and existing customers in the Parts module of our software, by assisting customers during the installation and training process of their new 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 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


* 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.


* Keeping abreast of software enhancements and new released, by attending apogees and reviewing release notes


* Commit to an ongoing professional development and cross-training as recommended by your Team Lead


* Achieve program certification within your primary group within 6 months and additional program certification(s) within 18 months


* Available to travel 1 week per month throughout the USA and Canada 

Qualifications:


* High school diploma


* Must have Valid Driver’s license


* 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.


* Excellent communication and listening skills with the ability to communicate clear...