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Service Desk Administrator I

3 months ago

Greenwood Village, Colorado, United States Pax8 Full time

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 Service Desk Admin I – Orders & Billing works directly with our Partners to address basic billing scenarios and ensures orders are facilitated successfully. They assist partners in processing orders through checkout and address the general and specific billing scenarios that arise from checkout. The Admin I is a defensive expert who is happy to help partners through the Pax8 process. They are a membrane between internal and external communications (responding and working with partners and internal teams) and resolving support cases which have been determined to fit the responsibility of the Service Desk Admin I – Orders & Billing Team scope.

Essential Responsibilities:

  • Monitors and manages support case queues within ServiceNow.
  • Performs troubleshooting regarding ordering and billing-defined issues that include Initial Billing Inquiries and Invoice Investigation, Catalog and Checkout Process in the Pax8 Portal, Microsoft and other vendors' ordering process and billing models, and General Platform navigation and administration.
  • Receives/makes calls and has screen share sessions with Partners.
  • Escalates work to other teams and/or resources while acting as a point of contact and traction for billing/ordering issues for Pax8 Partners and their end customers.
  • Provides Pax8's developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform and its billing and usage services.
  • Collaborates with specific sales team engineers to ensure billing alignment between pax8 and specific vendors.
  • Documents processes and generates knowledge base articles to establish troubleshooting best practices related to orders and billing scope.

Ideal Skills, Experience, and Competencies:

  • At least two (2) years of previous work experience.
  • Entry-level experience diagnosing problems with software and cloud products.
  • Excellent typing skills to ensure quick and accurate entry of service request details.
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
  • Has a passion for learning.
  • Ability to be customer service oriented and work well in a team-oriented collaborative environment.
  • Ability to communicate professionally by phone and email.
  • Ability to multi-task and adapt to changes quickly.
  • Ability to be self-motivated with the ability to work in a fast-moving environment.

Required Education & Certifications:

  • HS Diploma/GED or equivalent work experience.
  • ITIL Certification preferred.

Compensation:

  • Qualified candidates can expect a salary beginning at $38,000 or more depending on experience

Expected Closing Date: 06/28/2024



#LI-Remote #LI-JF1 #BI-Remote #DICE-C


*** 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.