Provisioning Specialist L3
Pax8
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, 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 points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Provisioning Specialist L3 is the ultimate point of ticket escalation for the Provisioning Specialist L1s and L2s. As the vendor provisioning subject matter expert, the L3 manages all tickets that could not be resolved due to product or vendor defects. They replicate reported issues from incomplete provisioning tickets and reports those issues to Pax8 product teams or vendor teams, seeing those issues through to resolution. The L3 owns all communications with engineering, vendors, and partners during the remediation of these blocked provisioning tickets.
Essential Responsibilities:
- Triage, reproduce and document provisioning tasks that have failed. Report issues to the responsible parties and see them through to resolution.
- Interact with vendors and Pax8 engineering to report defects and manage escalations from Provisioning Specialist L1s and L2s for supported vendors.
- Document known provisioning issues and inform the global service delivery team of known issues.
- Review and update vendor and product process documentation and knowledge base articles.
- Research disputed account balances and correct any misapplied payments in partnership with orders and billing team.
- Host training and knowledge sharing sessions for Provisioning Specialist L1s and L2s team members.
- Develop strong, collaborative relationships with vendors, team members and key stakeholders to drive process improvement.
- Resolve advanced provisioning escalations including diagnosing high level finance questions and troubleshooting ordering, provisioning, and API integration issues.
Pax8 Billing On-Call Support (Monthly, Weekends, Holidays):
- Provide on-call support during the first to the fifth of every calendar month including any Pax8 or federal holidays that fall within this period.
Ideal Skills, Experience, and Competencies:
- At least five (5) years of experience in a technical and/or customer service environment.
- At least three (3) years of previous work experience in provisioning or operation role.
- Familiarity with business management and API tools (e.g., Jira, ServiceNow, Postman).
- Familiarity with data analysis tools a plus (e.g., Power BI, Excel, SQL).
- Ability to identify and recognize problems and drive operational efficiencies.
- Strong analytical, project management, and problem-solving skills.
- Excellent teamwork, communication, and interpersonal skills.
- Ability to communicate effectively with a wide range of stakeholders.
- Demonstrates self-awareness.
- Ability to manage multiple tasks/projects simultaneously while operating with a sense of urgency in a fast-paced environment.
Required Education & Certifications:
- B.A./B.S. in related field or equivalent work experience.
Compensation:
- Qualified candidates can expect a compensation range of $64,000 to $80,000 or more depending on experience.
Expected Closing Date: 01/31/2025
- 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