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Service Desk Admin - Ordering and Billing - Remote - Bentonville, Northwest Arkansas #LifeWorksHere

*Note: Please disregard any compensation estimates that may be provided by LinkedIn or any other source. These statistics are auto-generated and not accurate* 

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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

#LI-AG1

*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
  • Career Development Programs
  • Stock Option Eligibility
  • Employee-led Resource Groups

Pax8 is the leading value-added cloud-based SaaS distributor, 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. 
 
Pax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice!
 
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life. 
 
Pax8 is an EEOC Employer.

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