Support Service Coordinator L1

Summary

Join Pax8 as a Support Service Coordinator L1 and become the heartbeat of our support operations! You will triage and assign cases, manage escalations, and ensure every partner interaction reflects our commitment to excellence. This role involves monitoring support queues, matching cases to experts, communicating with partners and internal teams, and using tools like ServiceNow. You will also handle critical escalations, monitor support quality, provide feedback, and maintain accurate workforce data. The ideal candidate possesses 1+ year of experience in support operations or service coordination, strong communication skills, and familiarity with ServiceNow, SharePoint, and Outlook. Pax8 offers a hybrid or remote work environment and a comprehensive benefits package.

Requirements

• 1+ year in support operations or service coordination
• Detail-oriented with a passion for data accuracy
• Familiarity with ServiceNow, SharePoint, Outlook
• Strong communication and collaboration skills
• Analytical mindset with a drive to improve processes
• Comfortable in fast-paced, evolving environments

Responsibilities

• Monitor support queues and ensure timely, accurate case routing
• Match cases to the right experts using skill tagging, schedules, and smart logic
• Communicate clearly with partners and internal teams to align expectations
• Use tools like ServiceNow and the Pax8 Marketplace to guide decisions
• Make candidates feel acknowledged and excited to engage
• Act swiftly on critical escalations and out-of-office requests
• Monitor support quality through calls and case reviews
• Provide feedback that builds confidence and continuous improvement
• Ensure every interaction leaves partners feeling valued and respected
• Maintain accurate workforce data—skills, schedules, availability
• Update dashboards and reports to reflect real-time changes
• Support intelligent routing and performance analytics
• Help the team feel empowered, informed, and ready to succeed

Preferred Qualifications

Eagerness to learn and grow—certifications like MS-900 or ITIL 4 are a plus

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