Position Summary:

The Support Service Coordinator L1 helps execute the Wingman Experience to our Partners. They ensure support cases are processed, prioritized appropriately, and promptly dispatched. Support Service Coordinators perform a variety of services for the Technical Support & Service Desk teams at Pax8, such as critical case escalation and report management in ServiceNow.

Essential Responsibilities:

• Triage, Dispatch, and Service Review

  • Monitor service queues for incoming support cases

  • Identify a wide range of complex technical issues to match each case with the appropriate team

  • Dispatch to team/support personnel according to skill level & schedule availability

  • Utilize the Support Service Coordination Handbook, Pax8 Platform, and other tools to make assignment decisions

  • Communicate effectively with Pax8 partners to gather missing case information where needed

• Ticket and Service Management

  • Act on internal escalations & Out-of-Office requests

  • Collaborate with the Technical Support and Service Desk teams to solve problems & provide timely support

  • Escalate Critical Cases with urgency and notify the appropriate team leadership

  • Monitor Regional Reassignment reports & move cases across regions as needed

• Reporting

  • Manage Out-of-Office, Team Roster, & Regional Reassignment reports in ServiceNow

  • Modify existing reports to adapt to organizational changes

Ideal Skills, Experience, and Competencies:

• At least one (1) year of related experience

• Strong working knowledge of the ITIL Framework and its application to service management

• Knowledge of ServiceNow preferred

• Strong analytical skills with the ability to uncover inefficiencies and revamp processes

• Ability to spot trends and areas of opportunity, and report that data to appropriate stakeholders

• Highly organized, detail-oriented, with the ability to prioritize and multitask

• Strong communication skills and the ability to collaborate with internal and external teams

• Experience learning and navigating within a high-growth and fast paced environment

• Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Ability to build formal and informal relationship networks inside and outside the organization

• Ability to consistently achieve results, even under tough circumstances

• Ability to actively seek new ways to grow and be challenged using both formal and informal development challenges

• Ability to plan and prioritize work to meet commitments aligned with organizational goals

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

Compensation:

• Qualified candidates can expect a salary beginning at $39,000 or more depending on experience

Expected Closing Date: 5/17/24

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