Technical Support Analyst

at  PBS Systems

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

QUALIFICATIONS:

• Previous customer service or dealership experience will be an asset
• High School Diploma required, relevant certification or post-secondary diploma preferred
• Strong understanding of Windows 7/8/10 Operating Systems and Windows 2008/2012 Servers
• Previous experience working with Networks (TCP/IP)
• Basic LAN/WAN knowledge
• CompTIA A+ and Network +
• Excellent customer service skills
• Problem solving and trouble shooting skills
• Strong documentation abilities
• Effective time management and organization
• Strong multi-tasking and prioritization
• Excellent verbal and written communication skills
• Ability to work within and meet set deadlines
• Thorough understanding of PC hardware and software as well as Microsoft Products
• Strong base knowledge of industry standard business applications
• Willingness to commitment to an ongoing system of education and cross-training

THE ROLE:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team to support the Technical Support Team. As a Technical Support Analyst you will be providing immediate solutions and services or escalating, if necessary, to other departments. Technical Support Analyst are responsible for handling trouble shooting, documenting issues, training customers, and following up on incidents relating to our software/services and performing implementations.

RESPONSIBILITIES:

• Managing 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 relevant certification in line with department needs and requirements
• Achieving and exceeding KPI targets and other Metrics defined by the department
• Available to travel at least one week a month throughout the USA and Canada
• Keeping abreast of Software enhancements and new releases, by reviewing release notes
• Commit to an ongoing personal development and cross-training as recommended by your Team Lead