Provisioning Specialist L3

Summary

Join Pax8 as a Provisioning Specialist L3, the ultimate escalation point for provisioning issues. You will be the subject matter expert, managing unresolved tickets due to product or vendor defects. Responsibilities include triaging, reproducing, and documenting failed provisioning tasks, reporting issues to relevant parties, and ensuring resolution. You will interact with vendors and engineering, document known issues, update documentation, research account balances, and conduct training sessions. This role requires strong analytical, problem-solving, and communication skills, along with experience in a technical and customer service environment. Pax8 offers a competitive compensation package and a variety of benefits.

Requirements

• 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)
• 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
• B.A./B.S. in related field or equivalent work experience

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
• 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

Preferred Qualifications

Familiarity with data analysis tools a plus (e.g., Power BI, Excel, SQL)

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