What are the responsibilities and job description for the Sales Support Analyst position at PBS Systems?
Company: PBS Systems
Internal Job Title: Sales Support Analyst – Tier 1
Location: Dubuque, IA
Department: Sales Support
Reports To: Team Lead, Sales Support
Job Requirement(s): Travel throughout Canada and USA, 1 week per month
No. of Openings: 01
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 Sales Support Analyst to join our Client Services team. As a Sales 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 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
- 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:
- Internal promotion and growth opportunities
- An education department dedicated to helping you with professional and personal development
- Opportunity to travel
- Great referral bonus
- Staff discounts with GM, Dell, and more
- Health and Medical benefits
- Bonus for product certifications, up to $4,800 per year
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.
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