Service Desk Administrator III- Orders & Billing

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 build the technology marketplace of the future. 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 III - Orders & Billing works directly with our Partners to address basic billing scenarios and ensure orders are facilitated successfully. They assist partners in processing orders and address a range of billing scenarios which arise from checkout. The Admin is responsible for being a proactive department liaison, a project manager and process validator, as well as a Major Technical Escalation point to our defensive array of experts who are happy to help partners through the Pax8 process. They assist management with priming the team for success related to new vendors and technical training necessary to their workflow. The Admin is a powerful membrane between internal and external communications, tasked with resolving support cases which have been determined to fit the responsibility of this role.

Essential Responsibilities:

• Monitors and manages Service Desk Administration I/II support case queues to maintain traction and expertise on the team's network of critical and non-critical tickets
• Performs high level troubleshooting regarding Ordering & Billing defined issues, receiving/making calls, and has screen share sessions with Partners
• Leverages organizational savvy by being a membrane between the needs of our front-liners and the resources of our internal teams
• Communicates with multiple teams across the organization by developing knowledge-based articles and establishing troubleshooting best practices
• Provides Pax8's product developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform and its ordering, billing, and usage services
• Collaborates with management on high level projects with major stakeholders
• Identifies new critical issues and assists the team and organization defensively pivot to address those items
• Optimizes work processes through planned meetings and utilizes that information to further review with leadership and organize a potential refinement to the team's workflow
• Develops the administrators of the Orders & Billing team to further meet their organization goals and career aspirations. Mentors the team and represents leadership, especially in times where management and directors are unavailable
• Maintains pulse checks with the Service Desk Administrator II ensuring that our they have a support node in ensuring their best technical flow

Ideal Skills, Experience, and Competencies:

• At least two (2) years previous work experience in a similar field
• High-level experience diagnosing problems with software and cloud products, especially relating to MSFT
• Excellent typing skills to ensure quick and accurate entry of service request details
• High level business insight, applying the knowledge of cloud business and the marketplace to advance the organizations goals
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
• Incredible ability to plan, align, and communicate professionally by phone and email
• Possesses a deep passion for learning and developing others
• Ability to be self-motivated and independent
• Ability to be customer service oriented and work well in a team oriented collaborative environment
• Ability to manage the complexity of multiple tasks and projects while adapting to changes quickly
• Ability to be self-motivated with the ability to work in a fast-moving environment
• Ability to handle conflict scenarios appropriately by engaging the right people at the right time

Required Education & Certifications:

• HS Diploma/GED; or equivalent work experience
• ITIL Certification preferred
• AZ/MSFT/or other vendor certification is preferred

Compensation:

• Qualified candidates can expect a compensation range of $56,000 to $70,000 or more depending on experience.

Expected Closing Date: 11/1/24

#LI-Remote #LI-JF1 #BI-Remote #DICE-J

*** 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.

Equal Opportunities

Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.

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