INACTIVE

Full-Time

Help Desk Technician

Pax8

1,001-5,000 employees

Cloud commerce marketplace

Compensation Overview

$40,000

Junior

United States

Required Skills

Customer Service

Requirements

At least two (2) years of experience as a Customer Support Specialist or similar customer service role preferred
Ability to diagnose and resolve basic technical issues
Good understanding of computer systems, mobile devices, and other tech products
Experience using help desk software and remote support tools preferred
Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
Ability to communicate professionally by phone and email
Must be customer service oriented and patient to deal with difficult customers, and work well in a team oriented collaborative environment
Demonstrates a technical awareness of network topology, protocols, and server connectivity
High School Diploma/GED or equivalent work experience
Comp TIA A+ certification
ITIL certification
Qualified candidates can expect a salary beginning at $40,000 or more depending on experience

Responsibilities

Serves as first point of contact for customers seeking technical assistance over the phone or through email
Provides first tier help desk support for partners' end-users by performing basic troubleshooting
Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
Investigates and resolves technical issues
Follows up with customers to ensure their technical issues are resolved
Updates our internal databases with information about technical issues and useful discussions with customers
Shares customer feedback or suggestions with the appropriate internal team

Pax8 is the leading value-added cloud-based SaaS distributor, 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 favorite place to buy cloud products. 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 Help Desk Technician L1 provides support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration. The Technician directly interacts with customers to address their end-user issues and escalates to Help Desk Technician L2, if necessary. They create value for clients that will help preserve our partners’ reputation and business.

This posting is for a potential future opening; You may get an email soon!

Essential Responsibilities:

Serves as first point of contact for customers seeking technical assistance over the phone or through email
- Provides first tier help desk support for partners’ end-users by performing basic troubleshooting
- Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
- Investigates and resolves technical issues
- Follows up with customers to ensure their technical issues are resolved
Updates our internal databases with information about technical issues and useful discussions with customers
Shares customer feedback or suggestions with the appropriate internal team

Ideal Skills, Experience, and Competencies:

At least two (2) years of experience as a Customer Support Specialist or similar customer service role preferred
Ability to diagnose and resolve basic technical issues
Good understanding of computer systems, mobile devices, and other tech products
Experience using help desk software and remote support tools preferred
Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
Ability to communicate professionally by phone and email
Must be customer service oriented and patient to deal with difficult customers, and work well in a team oriented collaborative environment
Demonstrates a technical awareness of network topology, protocols, and server connectivity

Required Education & Certifications:

High School Diploma/GED or equivalent work experience
Comp TIA A+ certification
ITIL certification

Compensation:

Qualified candidates can expect a salary beginning at $40,000 or more depending on experience

#LI-Remote #LI-CL1 #Dice-C

*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.

Pax8

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Website

View Company Profile

Pax8's mission is to grow their customers' business

Company Stage

N/A

Total Funding

$395.5M

Headquarters

Greenwood Village, Colorado

Founded

2011

Growth & Insights

Headcount

6 month growth

↑ 9%

1 year growth

↑ 33%

2 year growth

↑ 81%

Benefits

Medical, dental, and vision (most plans covered at 100%)

Employee Assistance Program

Paid holidays and Extended Holiday Program

Flexible vacation and paid sick time

Military, parental, and family care leave

401(k) with company match

Bonus program

Employer-paid life insurance, short-term, and long-term disability

Home-office allowance

Transportation benefits

Pet adoption reimbursement

INACTIVE