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Information Technology: IT Database Management/Services

Applications Specialist

The Applications Specialist provides technical support, troubleshooting and answers customer questions on function and usage of Paciolan products.  The ideal candidate will possess strong product knowledge across the product suite as well as expanding knowledge of customers’ business requirements.  In addition, this role will provide client support on application issues.

What the job involves:

  • Perform front-line phone support approximately 50% of the time, receiving customer calls and resolving issues over the phone;  the remaining time will be spent performing back-line phone support as related to resolving customers’ application questions in areas of product usage, and product functionality 
  • Identify data issues, identify requested support tasks as billable work to ensure that revenue is collected for billable services, and provide data editing as necessary
  • Written abilities are necessary to produce documentation for knowledge base and customer use, to develop clear and concise test programs to ensure quality results for customer use, and to develop functional form specifications to submit to the programming department
  • Strive to 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 the quality assurance of product enhancements and/or beta testing of new product software when necessary

What is required of you:

  • 1-2 years experience in Paciolan customer service and/or professional service or industry experience
  • Successful track record in building relationships and interacting with customers, diligence in resolving customer application issues and willingness to jump in and tackle issues
  • Excellent written and verbal communication, problem solving skills, and ability to work well on a team

  • Capability to resolve product application problems and perform billable work
  • Excellent communication, analytical and interpersonal skills are essential 
  • Solid keyboard skills and desktop application proficiency
  • Availablity to provide “after-hours” support periodically
  • Some travel may be required for onsite support and/or training

Skills that are a plus!

  • Related Bachelor’s degree preferred
  • Paciolan Ticketing Software
  • Event Day Management
  • Database analysis and report writing experience

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