Senior Application Specialist

LEARFIELD•Atlanta, GA

1d•$26 - $31

About The Position

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.

Requirements

The ideal candidate has direct experience working within a university athletic department, arts organization, or arena that utilizes Paciolan software.
2+ years of hands-on experience with Paciolan’s ticketing products.
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.
Solid understanding of database concepts, Paciolan applications, standard desktop software, and emerging technologies, including AI tools.
Exceptional interpersonal, verbal, and written communication skills, with a professional and positive demeanor that reflects Paciolan’s core values of Passion, Accountability, and Collaboration.
Ability to operate effectively with moderate to minimal supervision, demonstrating strong judgment, prioritization skills, and situational awareness.

Responsibilities

Deliver high-quality, front-line technical support—primarily via phone (approximately 75%)—to efficiently triage, investigate, and resolve client inquiries.
Participate in a rotating after-hours support schedule to ensure continuity of service.
Troubleshoot and resolve complex client issues related to product functionality, application usage, and database inquiries across the Paciolan product suite.
Interpret and explain standard reporting tools, identify discrepancies, and accurately document requirements for customized reporting solutions.
Develop and maintain comprehensive internal documentation and client-facing knowledge base content. May also lead internal knowledge-sharing sessions or client webinars.
Support pre-release testing by validating new features and functionality prior to client deployment.