Position Summary:

The Service Desk Admin I – Orders & Billing works directly with our Partners to address basic billing scenarios and ensures orders are facilitated successfully.  They assist partners in processing orders through checkout and address the general and specific billing scenarios that arise from checkout.  The Admin I is a defensive expert who is happy to help partners through the Pax8 process. They are a membrane between internal and external communications (responding and working with partners and internal teams) and resolving support cases which have been determined to fit the responsibility of the Service Desk Admin I – Orders & Billing Team scope.   

Essential Responsibilities:

• Monitors and manages support case queues within ServiceNow.
• Performs troubleshooting regarding ordering and billing-defined issues that include Initial Billing Inquiries and Invoice Investigation, Catalog and Checkout Process in the Pax8 Portal, Microsoft and other vendors’ ordering process and billing models, and General Platform navigation and administration.
• Receives/makes calls and has screen share sessions with Partners.
• Escalates work to other teams and/or resources while acting as a point of contact and traction for billing/ordering issues for Pax8 Partners and their end customers. 
• Provides Pax8’s developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform and its billing and usage services. 
• Collaborates with specific sales team engineers to ensure billing alignment between pax8 and specific vendors.
• Documents processes and generates knowledge base articles to establish troubleshooting best practices related to orders and billing scope.

Ideal Skills, Experience, and Competencies:

• At least two (2) years of previous work experience.
• Entry-level experience diagnosing problems with software and cloud products.
• Excellent typing skills to ensure quick and accurate entry of service request details.
• Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
• 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.

Required Education & Certifications:

• HS Diploma/GED or equivalent work experience.
• ITIL Certification preferred.

Compensation:

#LI-Remote #LI-JF1 #BI-Remote #DICE-C