Team Lead - Technical Support

Job Title: Team Lead Technical Support

Department: Client Services

Reports To: Program Manager -  Technical Support

Job Requirement(s): Occasional travel required throughout Canada and USA

Location: Calgary - Tech Center & Milton, ON

No. of Openings: 1

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

We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.
 
We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.
 
 And that is where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests.

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team to support the PBS Install Services Team. As a As a Team Lead – Technical Support, you will be responsible for providing guidance, coaching and support to your team. In addition, providing remote and on-site support you will be training to our clients that use our software. You will provide top quality knowledge to our clients who contact our call center for issues or services providing immediate solutions and services or escalating, if necessary, to other departments. 

Responsibilities:

• Responsible for providing guidance, coaching and support to your team
• 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 
• Escalating incidents, problems, and enhancement tickets to our development team 
• Ticket/ queue management - reviewing and actioning outstanding tickets 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 
• Analyze and evaluate KPI targets and other metrics defined by the department, and use results for performance reviews, to help develop Analysts and improve team performance
• Communicate and coach direct reports on daily performance, quality & quantity of work, behavior, punctuality, and attendance standards within the team 
• Escalate any client or staffing issues/concerns to the Program Manager 
• Manage/coordinate client escalations and communications
• Problem Management - define, address, and manage the root cause of a problem, to help prevent further issues 
• Keeping abreast of software enhancements and new releases, by reviewing release notes
• Assisting and training current as well as new staff members  
• Maintaining and contributing knowledge-based articles including informational articles, best practices, troubleshooting guides and FAQs 
• Commit to an ongoing personal development and cross-training as recommended by the Program Manager
• Collaborating with other team leads to ensure adequate staffing levels are scheduled and maintained
• Create a positive workplace culture
• Available to travel at least 1 week per month throughout Canada and the USA

Qualifications:

• Previous customer service or dealership experience will be considered an asset
• High School Diploma required, relevant certification or post-secondary diploma preferred
• Available to travel at least 1 week per month throughout the US and Canada (must have a valid Drivers License)
• Strong understanding of Windows 7/8/10/11 Operating Systems and Windows 2019/2022 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 commit to an ongoing system of education and cross-training

What we offer:

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• The opportunity to travel
• Free parking
• Staff events
• Competitive base salary
• Great referral bonus
• Staff discounts with GM, Dell, and more

 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 accommodations throughout the recruitment process please contact the Recruiting Department.