Technical Support Specialist
6 days ago
Pax8 Philippines Inc. is seeking a highly skilled Technical Support Specialist to join our dynamic Global Partner Support team. As a key player in empowering our Managed Service Provider (MSP) partners, you will provide expert technical assistance across our platform's diverse services.
This role offers a unique opportunity to directly impact partner success through efficient issue resolution, proactive communication, and seamless coordination with internal teams and external vendors. You will tackle a variety of marketplace functions, including platform operations, order and billing management, channel changes, and customer migrations.
Key Responsibilities:
- Resolve technical issues for internal partners, ensuring accurate documentation and timely follow-ups.
- Provide technical support and coordinate issue resolution between internal teams and external marketplace vendors.
- Triage support cases, escalate as needed, develop knowledge base articles, and identify recurring issues for product improvement.
- Serve as the primary contact for partners, delivering clear, professional communication and proactive updates on issue resolution.
Ideal Skills and Qualifications:
- Solid understanding of SaaS, cloud software, and IT support principles, with expertise in basic troubleshooting (software, connectivity, accounts).
- Familiarity with ticketing platforms (e.g., ServiceNow).
- Knowledge of operating systems (Windows, macOS) and common web browsers.
- Ability to follow scripts and knowledge bases for efficient issue resolution.
- Proficient analytical and problem-solving abilities.
- Excellent written and verbal communication, capable of explaining complex technical issues simply.
- Strong customer service orientation with the ability to defuse tense situations and build positive relationships.
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