Service Desk Admin- Ordering and Billing
pax8
1 Positions
ID: 13037
Posted On 05/07/2022
Job Overview
*Note: Please disregard any compensation estimates that may be provided by linkedin or any other source. These statistics are auto-generated and not accurate*
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Service Desk Administrator I works directly with our Partners to address service and support issues. They are responsible for triaging cases, responding, and working with partners and internal teams, and resolving support cases which have been determined to fit the responsibility of the Service Desk Administrator – Orders and Billing Team scope.
Essential Responsibilities (includes, but is not limited to):
- Case Management
- Monitors and manages support case queues within ServiceNow
- Performs basic troubleshooting
- Updates clients on status of technical issues and or outages
- Performs troubleshooting on Pax8 Orders and Billing defined issues (including, but not limited to):
- Troubleshooting ordering errors
- Microsoft relationship troubleshooting
- Traction with Sales Consultants
- Azure Owner Assignment
- Initial Billing Inquiries and Invoice Investigation
- Credit Request facilitation
- Knowledge Base level creation
- Receiving and making calls, and has screen share sessions with Pax8 Partners
- Facilitates communication between Pax8 Partners and Sales when necessary
- Internal Collaboration
- Escalation of work to other teams and/or resources while acting as a point of contact for Pax8 Partners
- Provides Pax8’s developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform
- Works with team members to document processes and generate knowledge base articles to establish troubleshooting best practices
Ideal Skills, Experience, and Competencies:
- Ability to be customer service oriented and work well in a team oriented collaborative environment
- Has a passion for learning
- Entry level experience diagnosing problems with software and cloud products
- Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
- Ability to communicate professionally by phone and email
- Ability to multi-task and adapt to changes quickly
- Excellent typing skills to ensure quick and accurate entry of service request details
- Ability to be self-motivated with the ability to work in a fast-moving environment
- Two (2) years’ previous work experience
Required Education & Certifications:
- HS diploma/GED; or equivalent work experience
- ITIL Certification preferred
Compensation:
- Qualified candidates can expect a salary beginning at $45,000 or more depending on experience
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- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups