Cloud Platform Service Representative

4 days ago

Manila, National Capital Region, Philippines Pax8 Full time

We are growing globally, and are now expanding across Australia, New Zealand and Asia. Our 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.

The Service Desk Admin I - Platform works directly with our Partners to address service and support issues. They triage cases, respond, and work with partners and internal teams, and resolve support cases within scope.

About the Role:

  • This role is based in Manila, Philippines. Employees are expected to work from the office.
  • Monitors and manages ticket work queues within ServiceNow.
  • Performs troubleshooting on Pax8 Platform defined issues including general Platform navigation, integration with our PSA Tools, and Pax8's proprietary Pax8 Pro feature.

Responsibilities:

  • Receives and makes calls and screen share sessions with Partners.
  • Escalates work to other teams and/or resources while acting as a point of contact for Pax8 Partners.
  • Provides Pax8's developers with clear feedback and troubleshooting efforts on issues and bugs related to the Pax8 Platform.
  • Works with team members to document processes and generate knowledge base articles to establish troubleshooting best practices.

Qualifications:

  • Entry level experience diagnosing problems with software and cloud products.
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
  • Excellent typing skills to ensure quick and accurate entry of service request details.
  • 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.

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