We know there`s no such thing as a `perfect` candidate - nor do we look for the right `fit` with us, 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 pointsWe believe in cultivating an environment where there are a diversity of perspectives, in hopes that we can all thrive in an inclusive environmentPax8 is proud to be a colorado-grown business that is expanding all over the globe! we have offices in greenwood village, colorado springs and florence, coWhile we are in the process of building offices in georgia and texas as well, pax8 is fully embracing the hybrid work life synergy! we encourage all applicants authorized to work in the us to apply regardless of location as nearly all of our roles can be remote!
Position summary:
The help desk technician is an essential role, providing support to our partners` end-usersThey perform daily ticket management tasks for the initial ticket triage and issue restorationThe technician directly interacts with customers to address their end-user issues and escalates to help desk technician l2, if necessaryThey create value for clients that will help preserve our partners` reputation and business.
Essential responsibilities (includes, but is not limited to):
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:
Two (2) years` 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
Candidates for this role must reside in either fremont or mesa county, co.
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Compensation:
Qualified candidates can expect a salary beginning at $37,000 or more depending on experience
Note: compensation is benchmarked on local denver metro area market ratesQualified 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 assetsPax8 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 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 experienceServing over 13,000 partners through the indirect sales channel, our mission is to be the world`s favorite place to buy cloud productsWe are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the businessCulture is important to us, and at pax8, it`s business, and it is personalWe are passionate, creative and humorously offbeatWe work hard, keep it fun, and expect the bestPax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in denverWe are committed to our goal of being the #1 employer of choice! we elev8 each otherWe advoc8 for our partnersWe innov8 continuouslyWe celebr8 life.
Pax8 is an eeoc employer.
