Support Service Coordinator L1

🌟 Support Service Coordinator L1

Location: Denver, CO / Remote Position Type: Full-time, Non-Exempt Reports to: Manager of Service Coordination Effective Date: 7/14/2025

💡 Why Pax8?

At Pax8, we don’t just offer jobs—we offer a place to belong. As the leading cloud-based SaaS marketplace, we simplify the cloud journey for our partners with cutting-edge technology, business intelligence, and proactive service. We’re fast-growing, high-energy, and deeply human. Here, your work matters—and so do you.

We believe in Compassionate Candour, We Before Me, and Driven by Passion. We celebrate curiosity, vulnerability, and resilience. If you’re looking for a “work home” where you can grow, contribute, and be recognized, you’ve found it.

🎯 Your Mission

As a Support Service Coordinator L1, you’ll be the heartbeat of our support operations. You’ll triage and assign cases, manage escalations, and ensure every partner interaction reflects our commitment to excellence. You’ll help others feel seen, supported, and confident—because that’s how we want you to feel, too.

🛠️ What You’ll Do

📬 Case Triage & Assignment

• Monitor support queues and ensure timely, accurate case routing.

• Match cases to the right experts using skill tagging, schedules, and smart logic.

• Communicate clearly with partners and internal teams to align expectations.

• Use tools like ServiceNow and the Pax8 Marketplace to guide decisions.

• Make candidates feel acknowledged and excited to engage.

🚨 Escalation & Quality Oversight

• Act swiftly on critical escalations and out-of-office requests.

• Monitor support quality through calls and case reviews.

• Provide feedback that builds confidence and continuous improvement.

• Ensure every interaction leaves partners feeling valued and respected.

📊 Workforce Coordination

• Maintain accurate workforce data—skills, schedules, availability.

• Update dashboards and reports to reflect real-time changes.

• Support intelligent routing and performance analytics.

• Help the team feel empowered, informed, and ready to succeed.

🌱 What You Bring

• 1+ year in support operations or service coordination

• Detail-oriented with a passion for data accuracy

• Familiarity with ServiceNow, SharePoint, Outlook

• Strong communication and collaboration skills

• Analytical mindset with a drive to improve processes

• Comfortable in fast-paced, evolving environments

• Eagerness to learn and grow—certifications like MS-900 or ITIL 4 are a plus

💖 How You’ll Feel

• Curious as you explore new systems and tools

• Confident as you master intelligent routing and quality frameworks

• Valued as your insights shape partner experiences

• Connected through collaboration with passionate teammates

• Inspired by a culture that celebrates learning, feedback, and growth

🧭 Work Environment & Travel

• Hybrid or remote with secure, private internet access

• Standard office equipment used regularly

• Primarily sedentary role

• Infrequent travel expected

Compensation:

• Qualified candidates can expect a compensation range of $43,000/yr to $54,000/yr or more depending on experience.

Expected Closing Date: 08/29/2025