Team Lead – Technical Support

“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’s 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:

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 and training to our clients that use our software.

This role is onsite. 

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 relevant certification as required by the department
• 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 as and when the need arises throughout the US and Canada
• Keeping abreast of Software enhancements and new released, by attending Apogees and reviewing release notes
• Assisting and training current as well as new staff members
• Maintaining and contributing knowledge-based articles including informational articles, how-to’s, troubleshooting guides and FAQs
• Escalating Incidents, Problems, and Enhancement tickets to our development team

• Ticket/ Queue Management – Reviewing and actioning outstanding tickets as required
• Problem Management – Define, address, and manage the root cause of a problem, to help prevent further issues
• Communicate and coach direct reports on daily performance and quality & 9quantity of work, behavior, punctuality, and attendance standards within the team
• 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
• Manage/coordinate client escalations and communications
• Escalate any client or staffing issues/concerns to the Program Manager
• Collaborating with other team leads to ensure adequate staffing levels are scheduled and maintained
• Commit to an ongoing personal development and cross-training as recommended by the Program Manager
• Create a positive workplace culture

Qualifications:

• Post-Secondary Education in relevant field
• Must have Valid Driver’s license
• Over 3+ years of PBS experience, Dealership/Automotive or leadership experience within a customer support environment

• CompTIA A+ or equivalent
• Network+ or equivalent
• Excellent computer skills with a proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc.

• Proficiency in Windows Server 2016 and later
• Previous experience in networking (TCP/IP)
• Basic LAN/WAN knowledge
• Strong understanding of hardware & software
• Previous customer service, helpdesk or dealership experience will be considered an asset
• Ability to work independently and within a team environment
• Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing
• Strong Leadership and coaching abilities
• Strong time management & organization skills
• Strong decision making and analytical abilities
• Strong detail orientation

What we offer:

• Internal promotion and growth opportunities
• An education department dedicated to helping you with professional and personal development
• Internal promotion and growth opportunities
• Free parking
• Staff events
• Competitive base salary ($45,000 k/yr. to $49,000 k/yr.)
• 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. 

Accomodations will be made available for eligible job seekers

Tagged as: Team Lead - Technical Support