Senior Application Specialist

Summary

The job is for an Application Specialist at Paciolan, a leading ticketing company. The role involves providing technical support, troubleshooting issues, improving product expertise, and building relationships with customers. The ideal candidate should have at least 4 years of industry customer service experience, excellent communication skills, and the ability to work well in a team.

Requirements

• 4 + years experience in industry customer service and/or professional service
• Excellent written and verbal communication, problem solving skills, and ability to work well on a team
• Self-analysis of knowledge level and skills
• Capability to resolve product application problems
• Situational awareness and analysis
• Ability to identify and seek needed information

Responsibilities

• Perform front-line phone support approximately 75% of the time, receiving customer calls and resolving issues over the phone
• Resolve customers’ application questions in areas of product usage and product functionality, improving product expertise, and sharing information both internally and externally via online articles and webinars
• Identify data issues, identify requested support tasks as billable work, and provide data editing as necessary
• Guide clients through use of standard reports and document custom report requirements
• Produce documentation for knowledge base and customer use and to develop functional specifications to submit to the programming department
• Maintain a positive attitude in all situations, effectively resolve sensitive customer issues in a professional manner, and maintain frequent communication with the customer during issue resolution
• Aid in the process of product development and quality assurance of product enhancements and/or beta testing of new product software when necessary

Preferred Qualifications

• Event day management or box office experience
• Database analysis and report writing experience
• Software support experience

Benefits

• Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability and Other Insurance Plans
• Flexible Paid Time Off (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability