Technical Support Analyst

PBS Systems is looking for an enthusiastic and organized individual to join our Client Services team. As a Technical Support Analyst, 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.

Requirements

• 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
• Achieving relevant certification in line with department needs and requirements
• Achieving and exceeding KPI targets and other Metrics defined by the department
• Maintaining and contributing knowledge-based articles including informational articles, troubleshooting guides, and FAQs
• Available to travel at least 1 week per month throughout the US and Canada
• Keeping abreast of Software enhancements and new releases, by reviewing release notes
• Commit to ongoing personal development and cross-training as recommended by your Team Lead

Benefits

• Professional Development
• Travel Opportunities
• Comprehensive health benefits
• Paid Time Off
• Inclusive culture
• Employee recognition
• Competitive compensation package
• Competitive annual base salary
• Up to $4,800 per year in product certification bonuses
• Outstanding travel incentive bonuses
• Additional performance incentives
• Attractive referral bonuses
• Staff discounts