Team Lead - Technical Support

PBS has been In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. We are unique in the industry because we view our customers as business partners, technology innovators, and friends.

PBS Software is a true windows-based platform which integrates with our own suite of mobile apps; boasting ease of use and training while fully featured to support our customer experience. Our software can run all aspects of an automotive dealership with sales, service, inventory management and accounting modules to keep things moving at a steady pace.

The Role:

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team. Our Client Services team provides top quality knowledge and expertise to our clients who contact our call center for issues or services providing immediate solutions and services or escalating if necessary, to other departments.

As a Team Lead - Technical Support you will provide supervisory and technical support to Technical Support Analysts Tier 1, 2, and 3. Provide IT technical support and guidance to customers for servers, network services and connectivity architecture that directly supports PBS Dealer Management Software. You will be assisting the customer, on-site, remotely, via email & phone assistance.

Job Responsibilities: 

• Provide excellent support to customers in the dealership technical side of our software
• Support and troubleshoot issues from service desk tickets, email, and phone call-ins
• Create tickets, investigate issues and reassign tickets among team members or other departments where applicable
• Commit to monthly statistical ‘scorecards’ for each analyst
• Accountable for escalating vetted technical support issues to appropriate departments
• Work collaboratively with internal departments to investigate and work towards problem or incident resolution
• Maintain documentation and ensure updates as applicable for changing technical strategies and processes
• Responds effectively to internal and external support requests in a timely manner
• Apply respectful business processes to create and maintain positive relationships with PBS staff, clients and dealer’s outside technical vendors
• Have base knowledge of the PBS DMS software and its high-level functionality that allows for an efficient transfer of support knowledge to the technical infrastructure services
• Technical support team lead masters routine & more technically challenging incidents to coach, assist and provide formal training for Tier 1, 2 and 3 Technical Support Analysts
• Coach and mentor team members through reviews, shadowing, semi and annual formal feedback sessions • Promote & champion best industry practices and standards
• Participate in daily, weekly, and monthly planning/review meetings
• Promote analysts to advance education in direct and indirect technical value add skills to PBS
• Motivate, encourage and coach team members to reach new levels in development through skills and training
• Travel required

 Qualifications:

• 4 years of Junior Network routing technical expertise
• 4 years of Senior IT Technical service & support of network-deskside
• Proficiency in Microsoft Office Suite of products
• Technical diploma/certification is considered an asset
• Significant experience in printer management, MS-AD, network shares
• Service Desk ticketing and documentation experience
• Excellent communication skills
• Excellent customer service skills
• Problem solving and trouble shooting skills
• Strong documentation abilities
• Effective time management and organization
• Strong multi-tasking and prioritization
• Willingness to commitment to an ongoing system of education and cross-training
• Available to travel up to 25% of the time (1 week per month) in US and Canada
• Lifting to a heavy level (up to 50 lbs/23 kgs on an occasional basis, and up to 20 lbs /10 kgs on a frequent basis)

What we offer:

• Exciting work environment and product
• Full technical support and training
• Full time permanent role
• Competitive base salary
• Benefits and incentives
• Growth opportunities

PBS Systems is an Equal Employment Opportunity employer. All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Disability Assistance (Requests on your application status will not receive replies.)

PBS Systems is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including any job seeker with a disability. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to recruitment@pbssystems.com. In your email please include a description of the specific accommodation you are requesting and the Job Title of the position for which you are applying.

JOIN A WINNING TEAM AT PBS Systems

At PBS Systems we thrive on inspiring pride among our team members and envy among our competitors.

Our culture rests on providing opportunity and challenge for our team members while encouraging healthy work-life balance.

To keep growing and building on our success we look for like-minded individuals to join our team.

Bring your passion, energy and experience.

We will give you the training, support and encouragement to succeed.