Team Lead - Technical Support
at PBS SYSTEMS

“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 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, email and phone. 

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 
• 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 
• Coach and mentor team members through reviews, shadowing, semi and annual formal feedback sessions 
• Participate in daily, weekly, and monthly planning/review meetings 
• Monitor Team Call and Case Queue Management, daily phone staffing levels 
• Ensuring Staff are using Verb and other PBS courses
• Ensure VIP line adequately staffed and monitored for compliance
• Responds to both internal and external support requests in a timely manner 
• Works directly with customers for training and support 
• Be able to talk about and be able to navigate our DMS Software to be able to better assist customers 
• Cover Manager duties when Manager is away
• Be available for travel related to evergreens & installs and to address customer equipment failures, up to one week per quarter (More if operational need dictates) 
• Assist in training new staff
• Escalate employee issues where discipline such as PIP or termination is required to direct Manager
• Available to travel (25% - 1 week a month)
• Covid - 19 vaccinated

 Qualifications:

• 4 years of Junior Network routing technical expertise 
• 4 years of Senior IT Technical service and support of network-deskside 
• Proficiency in Microsoft Office Suite of products 
• Significant experience in printer management, MS-AD, network shares 
• Service Desk ticketing & documentation experience 
• Technical diploma/certification is considered 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 +
• Previous experience in a call centre environment is an asset
• Previous customer service or dealership experience will be considered an asset
• Excellent customer service skills
• Excellent communication skills a
• Problem solving and trouble shooting skills
• Strong documentation abilities
• Effective time management and organization
• 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

What we offer:

• Exciting work environment and product
• Full technical support and training
• Full time permanent role
• Benefits and incentives
• Growth opportunities
• Great referral bonuses
• 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.