Service Desk Administrator III- Orders & Billing

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

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