No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.
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.
Position Summary
The Service Desk Admin I - Platform works directly with our Partners to address service and support issues. They triage cases, respond, and work with partners and internal teams, and resolve support cases within scope.
This role is based in Manila, Philippines. Employees are expected to work from the office.
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Essential Responsibilities and Percentage of Time Spent (includes, but is not limited to):
- Monitors and manages ticket work queues within ServiceNow (30%)
- Performs troubleshooting on Pax8 Platform defined issues including general Platform navigation, integration with our PSA Tools, and Pax8's proprietary Pax8 Pro features (25%)
- Receives and makes calls and screen share sessions with Partners (25%)
- Escalates work to other teams and/or resources while acting as a point of contact for Pax8 Partners (10%)
- Provides Pax8's developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform (5%)
- Works with team members to document processes and generate knowledge base articles to establish troubleshooting best practices (5%)
Ideal Skills, Experience, and Competencies:
- 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
- Excellent typing skills to ensure quick and accurate entry of service request details
- 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
Well here are a few points of how we value our greatest assets:
- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!
- We offer a hybrid work environment, with flexible working hours - you tell us what works best for you. WFH is great, but nothing beats lunches with the team and getting to know your fellow colleagues in the office!
- In addition to the above, we offer all our employees Private Health Insurance, Life Insurance and Income Protection. Beneficial for when life happens, and also for tax time too!
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!
- Connecting with our community is important - which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8
Pax8 is the leading value-added cloud-based SaaS 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 favourite place to buy cloud products.