No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

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.

Position Summary:

The Support Service Coordinator is a critical role in the delivery and execution of the Wingman Experience to our Partners. He/she focuses on the flow of service and support – making sure support cases are processed and prioritized appropriately and promptly dispatched. The Support Service Coordinator also assists in tier 1 support. Providing support on cases where skills and priority match current level of ability. The Support Service Coordinator assists in the creation of reports and dashboards, to be delivered to the Stax Teams and Service Manager.

This role is based in Makati City, Metro Manila. Employees are expected to work on-site and are amenable to shifting schedules.

Essential Responsibilities (includes, but is not limited to):

Triage, Dispatch, and Service Review

• Monitor service queues
• Triage incoming, unassigned support cases
• Dispatch to team/support personnel according to skill
• Monitor case age, escalate and reassign where appropriate
• Act on internal escalation requests
  
  

Ticket and Service Management

• Provide Tier 1 Support on incoming cases and calls.
• Interact with vendors on support cases when appropriate.
• Escalate pending support requests to the next level of engineers following the escalation process.
  
  

Report construction, delivery, trending, and tracking

• Support Team KPI reporting and monitoring.
• Report and dashboard generation for Stax Teams.
• NPS/CSAT Monitoring and Review.
  
  

Ideal Skills, Experience, And Competencies

• Strong working knowledge of the ITIL Framework and its application to service management
• Strong analytical skills with the ability to uncover inefficiencies and revamp processes
• Knowledge of support related systems
• Ability to spot trends and areas of opportunity, and report that data to appropriate stakeholders
• Ability to be self-motivated, strategic, and creative with a drive for executional excellence
• Highly organized, detail-oriented, and the ability to prioritize and multitask
• Strong communication skills and the ability to collaborate with internal and external teams
• Ability to work in a cross-functional organization and demonstrate team leadership skills
• Experience learning and navigating within a high-growth and fast paced environment
• Knowledge of Zendesk, ServiceNow, Ring Central, InContact, and Wrike preferred.
  
  

Why join Pax8?

Well here are a few points of how we value our greatest assets:

• At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!
• In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time too!
• Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!
• Connecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.
  
  

About Us:

Pax8 is the leading value-added cloud-based SaaS marketplace, 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 favourite place to buy cloud products.

Equal Opportunities

Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.

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