About the role
Job purpose
As a Sales Support Analyst - Tier 2 , you will provide advanced training to new and existing customers on our Dealer Management software. You will be responsible for assisting customers during the installation and training process of their new dealership sales software and providing support, online and over the phone. You will be required to visit the customer site for new software install and training.
Responsibilities:
- Sales Support Analyst - Tier 2 keeps users informed about their escalations/incident’s status at agreed intervals
- Sales Support Analyst - Tier 2 takes over incidents which cannot be solved immediately with the means of Tier 1 Sales Analysts
- Tier 2 analysts will organize and conduct training sessions for the Tier 1’s monthly or as needed
- Sales Support Support Analyst - Tier 2 will provide mentoring and training for Tier – 1 Analysts
- Complete self-directed projects to improve internal performance within the team
- Provides excellent Sales Software support and training to our customers
- Remote and on-site training of automotive dealership personnel
- Working on project teams to support other departments and install needs
- Write up tickets and investigate issues that arise
- Maintain documentations and update as processes change within installs and data transfers
- Collaborating with teams inside and outside of client services
- Responds to both internal and external support requests in a timely manner
- Works directly with customers for training and support
- Be able to talk about and navigate our DMS Software (sales section) to be able to better assist customers
- Be available for travel and provide onsite support to customers one week per month
Qualifications:
- Previous customer service or dealership experience will be considered an asset
- Experience as a Tier 1 analyst in Sales Support
- Computer proficiency in Microsoft Office Suit - web
- High School Diploma
- Excellent communication skills and phone manners
- Excellent customer service skills
- Problem solving and trouble shooting skills
- Strong documentation abilities
- Effective time management and organization
- Strong multi-tasking and prioritization
- Willingness to commitment to an ongoing system of education and cross-training
- Work well independently and in a team
Please apply online through the Careers tab in your Dayforce account. Then send an email to: careers@pbssystems.com with the title of the role you are applying for in the Subject and CC your current supervisor.
About PBS Systems
Established in 1988, PBS Systems is one of the largest Dealership Management System (DMS) providers in North America.
Driven, daring, and ground-breaking, our people create premier business solutions for retail automotive dealerships.
From the start, we collaborated with our customers to create a platform based on dealership input. Hand in hand, we’ve conquered the industry, evolving our product and services along the way to meet all challenges. Milestones later, our v10 software remains as the model of DMS performance and reliability. Trusted time after time and powered by decades’ worth of dealership knowledge, PBS Systems continues to define the dealership landscape with one of the most innovative, all-inclusive and secure dealership systems.
Our headquarters are located on a brand-new campus in southeast Calgary, Alberta. Satellite offices are stationed in: • Milton, Ontario • Arlington, Texas • Dubuque, Iowa • Spanish Fort, Alabama
Our people and culture are the driving force of our brand, and we wouldn’t be the automotive software veteran that we are today without our 400+ talented employees. If you want more from your career, get out of the passenger’s seat and be the driver of your journey with PBS.
About the role
Job purpose
As a Sales Support Analyst - Tier 2 , you will provide advanced training to new and existing customers on our Dealer Management software. You will be responsible for assisting customers during the installation and training process of their new dealership sales software and providing support, online and over the phone. You will be required to visit the customer site for new software install and training.
Responsibilities:
- Sales Support Analyst - Tier 2 keeps users informed about their escalations/incident’s status at agreed intervals
- Sales Support Analyst - Tier 2 takes over incidents which cannot be solved immediately with the means of Tier 1 Sales Analysts
- Tier 2 analysts will organize and conduct training sessions for the Tier 1’s monthly or as needed
- Sales Support Support Analyst - Tier 2 will provide mentoring and training for Tier – 1 Analysts
- Complete self-directed projects to improve internal performance within the team
- Provides excellent Sales Software support and training to our customers
- Remote and on-site training of automotive dealership personnel
- Working on project teams to support other departments and install needs
- Write up tickets and investigate issues that arise
- Maintain documentations and update as processes change within installs and data transfers
- Collaborating with teams inside and outside of client services
- Responds to both internal and external support requests in a timely manner
- Works directly with customers for training and support
- Be able to talk about and navigate our DMS Software (sales section) to be able to better assist customers
- Be available for travel and provide onsite support to customers one week per month
Qualifications:
- Previous customer service or dealership experience will be considered an asset
- Experience as a Tier 1 analyst in Sales Support
- Computer proficiency in Microsoft Office Suit - web
- High School Diploma
- Excellent communication skills and phone manners
- Excellent customer service skills
- Problem solving and trouble shooting skills
- Strong documentation abilities
- Effective time management and organization
- Strong multi-tasking and prioritization
- Willingness to commitment to an ongoing system of education and cross-training
- Work well independently and in a team
Please apply online through the Careers tab in your Dayforce account. Then send an email to: careers@pbssystems.com with the title of the role you are applying for in the Subject and CC your current supervisor.
About PBS Systems
Established in 1988, PBS Systems is one of the largest Dealership Management System (DMS) providers in North America.
Driven, daring, and ground-breaking, our people create premier business solutions for retail automotive dealerships.
From the start, we collaborated with our customers to create a platform based on dealership input. Hand in hand, we’ve conquered the industry, evolving our product and services along the way to meet all challenges. Milestones later, our v10 software remains as the model of DMS performance and reliability. Trusted time after time and powered by decades’ worth of dealership knowledge, PBS Systems continues to define the dealership landscape with one of the most innovative, all-inclusive and secure dealership systems.
Our headquarters are located on a brand-new campus in southeast Calgary, Alberta. Satellite offices are stationed in: • Milton, Ontario • Arlington, Texas • Dubuque, Iowa • Spanish Fort, Alabama
Our people and culture are the driving force of our brand, and we wouldn’t be the automotive software veteran that we are today without our 400+ talented employees. If you want more from your career, get out of the passenger’s seat and be the driver of your journey with PBS.