The Applications Specialist provides technical support, troubleshooting and answers customer questions on function and usage of Paciolan products. This individual possesses ever-increasing product knowledge across the product suite as well as expanding knowledge of customers’ business requirements.

1. The successful candidate for the Applications Specialist role will have demonstrated his/her ability to interact with customers and resolve application issues.
2. This individual performs front-line phone support approximately 60% of the time, receiving customer calls and resolving issues over the phone.
3. This individual is required to be on-call for after-hours support periodically.
4. The remaining time is spent performing back-line phone support as related to resolving customers’ application questions in areas of product usage, and product functionality.

5. This individual will have the ability to identify requested support tasks as billable work and follow department procedures to ensure that revenue is collected for billable services rendered.

6. The successful candidate will be able to maintain frequent communication with the customer during issue resolution.

7. 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.

Related Bachelor’s degree preferred.

Specialized Knowledge & Skills

1. 1-2 years experience in customer service and/or professional service. Related ticketing industry experience is a plus.
2. Will have a demonstrated ability to build relationships with customers, diligence in resolving customer application issues and willingness to jump in and tackle issues.
3. Excellent written and verbal communication, problem solving skills, and ability to work well on a team are essential in this role. Solid keyboard skills and desktop application proficiency is a must.
4. Experience with AIX, UNIX or similar operating systems and Universe database a plus. General knowledge of computer hardware, printers and networks useful.