Paciolan is seeking a highly skilled and client-focused Senior Application Specialist to serve as a key technical resource for our customers. In this role, you will ensure clients effectively understand and utilize Paciolan’s products, delivering exceptional support and guidance. This position is well-suited for a proactive professional who can leverage industry expertise and deep knowledge of client business operations to enhance overall customer experience.
The Senior Application Specialist will work in close partnership with the Customer Service team to effectively manage individual caseloads while contributing to broader team objectives. This role requires frequent collaboration with cross-functional, client-facing teams, as well as direct engagement with clients to resolve complex, time-sensitive issues. Additionally, you will provide valuable insights to Product and Development teams to inform ongoing enhancements and innovation.
Key Responsibilities
- Client Support & Issue Resolution: Deliver high-quality, front-line technical support—primarily via phone (approximately 75%)—to efficiently triage, investigate, and resolve client inquiries.
- On-Call Support: Participate in a rotating after-hours support schedule to ensure continuity of service.
- Application Expertise: Troubleshoot and resolve complex client issues related to product functionality, application usage, and database inquiries across the Paciolan product suite.
- Data Analysis & Reporting: Interpret and explain standard reporting tools, identify discrepancies, and accurately document requirements for customized reporting solutions.
- Knowledge Development: Develop and maintain comprehensive internal documentation and client-facing knowledge base content. May also lead internal knowledge-sharing sessions or client webinars.
- Product Quality Assurance: Support pre-release testing by validating new features and functionality prior to client deployment.
Minimum Qualifications
- Background: The ideal candidate has direct experience working within a university athletic department, arts organization, or arena that utilizes Paciolan software.
- Product Expertise: 2+years of hands-on experience with Paciolan’s ticketing products.
- Industry Experience: Demonstrated experience in event-day operations, box office management, or related functions, with a thorough understanding of the end-to-end event lifecycle. A strong customer-centric approach and proven ability to resolve patron issues with professionalism are essential.
- Technical Proficiency: Solid understanding of database concepts, Paciolan applications, standard desktop software, and emerging technologies, including AI tools.
- Professional Competencies: Exceptional interpersonal, verbal, and written communication skills, with a professional and positive demeanor that reflects Paciolan’s core values of Passion, Accountability, and Collaboration.
- Self-Management & Judgment: Ability to operate effectively with moderate to minimal supervision, demonstrating strong judgment, prioritization skills, and situational awareness.
The approximate national base pay range for this position is $26.45 to $31.25/ hour. Please note that this is a good faith estimate for the position at the time of posting. Individuals may also be eligible for an annual discretionary bonus and/or sales compensation based on individual and company performance. Placement on the range may vary based on factors including but not limited to job-related knowledge, skills, and experience, and geographic location.The pay rate will comply with all minimum federal, state, and local wage/salary requirements.
Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (minimum 10+ days annually), including Parental Leave, 20 Paid Holidays, 401(k) + Match, and Short/Long Term Disability. Leave benefits are consistent with state and local laws, including the Colorado Health Families and Workplaces Act.
Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
