Technical Support Internship

| Greater Denver Area | Hybrid
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The Technical Support Intern is a critical role in the delivery and execution of the Wingman Experience to our Partners. The intern will focus on the flow of service and support – making sure support cases are processed and prioritized appropriately and promptly dispatched. The Technical Support Intern also assists in tier 1 support, providing support on cases where skills and priority match current level of ability. The Technical Support Intern assists in the creation of reports and dashboards, to be delivered to the Stax Teams and Service Manager. 

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 next level 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 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 

Required Education & Certifications:

  •  B.S./B.A. degree in related field or equivalent work experience 
  • 0-1 years of relevant experience
  • Must be local to Colorado

Pax8 is the leading value-added cloud-based SaaS distributor, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving over 6,000 partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. 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. 

Pax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice!

Pax8 is an EEOC Employer.

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Location

The Landmark features an array of restaurants, entertainment & retail. Life in this district comes with access to some of the finest retailers in Denver. At the center of everything, The Landmark is a comfortable & connected community.

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