Bilingual (French and English) Service Support Analyst

Job summary

The Service Support Analyst handles incoming customer issues via phone, email, and chat while documenting interactions in a ticketing system. They are responsible for identifying process improvements and collaborating with other departments to ensure high-quality service delivery.

Job details

Company Name: PBS Systems Job Location: Calgary, AB (Technology Center) Job Type: Full-time, Permanent No. of Openings: 01 Job Requirement(s): Internal Job Title: Travel throughout Canada and USA, 1 week per month Bilingual (French and English) Service Support Analyst - Tier 1 Reports To: Team Lead, Service 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 a Bilingual (French/English) Service Support Analyst. You will provide top quality knowledge and expertise in both French and English languages, to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments. Job 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 supporting infrastructure Achieve program certification within your primary group within 3 months and additional program certification/s within 15 months 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 releases, by attending Apogees and reviewing release notes Commit to ongoing personal development and cross-training as recommended by your Team Lead ​ 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 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 clearly and professionally, both verbally and in writing in French and English Strong decision making and analytical abilities Strong detail orientation 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 – 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 ($49k/yr. - $59k/yr.) French incentive $5,000 Up to $4,800 per year in product certification bonuses Outstanding travel incentive bonuses Additional performance incentives Attractive employee 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 is an equal opportunity employer. Accommodation will be provided during the hiring process as required.

What you’ll do

The Service Support Analyst handles incoming customer issues via phone, email, and chat while documenting interactions in a ticketing system. They are responsible for identifying process improvements and collaborating with other departments to ensure high-quality service delivery.

Requirements

Candidates must have a high school diploma, a valid driver's license, and excellent proficiency in both French and English. Strong computer skills and the ability to travel for one week per month are also required.

Benefits

• Professional development • Travel opportunities • Comprehensive health benefits • Medical coverage • Dental coverage • Paid time off • Performance-based incentives • French incentive • Product certification bonuses • Travel incentive bonuses • Employee referral bonuses • Staff discounts

Listed skills

• Time management · Preferred
• French · Preferred
• Customer service · Preferred
• Windows 10/11 · Preferred
• Decision Making · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• Microsoft Office · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred
• Bilingual communication · Preferred
• English · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Helpdesk support
• Bilingual communication
• French
• English
• Technical support
• Troubleshooting
• Ticketing systems
• Microsoft Office
• Windows 10/11
• Time management
• Analytical skills
• Decision making
• Communication
• Active listening
• Process improvement
• Organizational Skills
• Time Off Management
• Microsoft Windows 10
• Bilingual (French/English)
• Valid Driver's License
• Analytical Skills
• Microsoft Excel
• Accounting
• Call Center Experience
• Decision Making
• Customer Service
• Client Services
• Computer Literacy
• Dealership Management Systems
• Sales
• French Language
• Help Desk Support
• Issue Tracking
• Key Performance Indicators (KPIs)
• Listening Skills
• Microsoft Outlook
• Product Certification
• Release Notes
• Time Management
• Team Leadership
• Process Improvement
• Enthusiasm

Job areas

• Customer Service & Support
• Technology
• Software
• Service Support Analyst
• Server Administrator
• Systems Aministrators
• Network and Computer Systems Administrators