Support Service Coordinator

Posted May 6

Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.  

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

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 Support Service Coordinator L1 helps execute the Wingman Experience to our Partners. They ensure support cases are processed, prioritized appropriately, and promptly dispatched. Support Service Coordinators perform a variety of services for the Technical Support & Service Desk teams at Pax8, such as critical case escalation and report management in ServiceNow.

Essential Responsibilities:

  • Triage, Dispatch, and Service Review
  • Monitor service queues for incoming support cases
  • Identify a wide range of complex technical issues to match each case with the appropriate team
  • Dispatch to team/support personnel according to skill level & schedule availability
  • Utilize the Support Service Coordination Handbook, Pax8 Platform, and other tools to make assignment decisions
  • Communicate effectively with Pax8 partners to gather missing case information where needed
  • Ticket and Service Management
  • Act on internal escalations & Out-of-Office requests
  • Collaborate with the Technical Support and Service Desk teams to solve problems & provide timely support
  • Escalate Critical Cases with urgency and notify the appropriate team leadership
  • Monitor Regional Reassignment reports & move cases across regions as needed
  • Reporting
  • Manage Out-of-Office, Team Roster, & Regional Reassignment reports in ServiceNow
  • Modify existing reports to adapt to organizational changes

Ideal Skills, Experience, and Competencies:

  • At least one (1) year of related experience
  • Strong working knowledge of the ITIL Framework and its application to service management
  • Knowledge of ServiceNow preferred
  • Strong analytical skills with the ability to uncover inefficiencies and revamp processes
  • Ability to spot trends and areas of opportunity, and report that data to appropriate stakeholders
  • Highly organized, detail-oriented, with the ability to prioritize and multitask
  • Strong communication skills and the ability to collaborate with internal and external teams
  • Experience learning and navigating within a high-growth and fast paced environment
  • Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
  • Ability to build formal and informal relationship networks inside and outside the organization
  • Ability to consistently achieve results, even under tough circumstances
  • Ability to actively seek new ways to grow and be challenged using both formal and informal development challenges
  • Ability to plan and prioritize work to meet commitments aligned with organizational goals

Required Education & Certifications:

  • B.A./B.S. in related field or equivalent work experience

Compensation:

  • Qualified candidates can expect a salary beginning at $39,000 or more depending on experience

Expected Closing Date: 5/17/24

#LI-Remote #LI-AG1 #BI-Remote #DICE-A

*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***

*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

  • 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

 Pax8 is an EEOC Employer.