Client Support Specialist

2 months ago

Irvine, United States Learfield Full time

**Client Support Specialist**

**Location:** Irvine, CA 92697

**Department:** Customer Service

**Compensation:** $ - $

**Benefits:**

* Medical/Dental/Vision Insurance

* Disability Insurance

* Life Insurance

* Retirement Benefits

* Flexible Spending Accounts

* Paid PTO

* Flexible Work Schedule

LEARFIELD is the leading media and technology services company in intercollegiate athletics. The company unlocks the value of college sports for brands and fans through an omnichannel platform with innovative content and commerce solutions for fan engagement. The LEARFIELD suite of services includes licensing and multimedia sponsorship management; publishing, audio, digital and social media; data analytics; ticketing, ticket sales and professional concessions expertise; branding; campus-wide business and sponsorship development; and venue technology systems.

Headquartered in Plano, Texas, the company has long had the privilege of being an advocate for intercollegiate athletics and the student-athlete experience. Since 2008, it has served as title sponsor for the acclaimed LEARFIELD Directors Cup, supporting athletic departments across all divisions.

Our people-friendly culture is a hallmark of our style and approach to business and is rooted in values demonstrating intentional and active care for other people. The company and its employees strive each day to live by the company's value statement: build the team, grow the company, have fun, love and serve others.

**Paciolan** is the #1 primary ticketing company in college athletics, and the #2 largest primary ticketing provider in the US including performing arts, arenas, and professional sports. As a leader in ticketing, fundraising, marketing, analytics, and technology solutions, we power more than 500 live entertainment organizations, selling over 120 million tickets a year.

The Sr. Applications Specialist provides technical support for complex troubleshooting and client questions on function and usage of Paciolan products. The Sr. Application Specialist possesses thorough product knowledge across the product suite as well as knowledge of customers business requirements. May be called upon to perform remote customer training on product applications.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

* The successful candidate for the Sr. Applications Specialist role will have demonstrated his/her ability to interact with customers and resolve application issues.

* This individual performs front-line phone support about 60% of the time, receiving customer calls and resolving issues over the phone.

* The remaining time is spent performing case resolution involving application questions in areas of product usage and functionality.

* This individual will have the ability to follow department procedures to ensure support tasks are escalated and billed appropriately.

* 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.

* Internal projects include presentations and conducting general in-house training classes.

* This individual will aid in the process of product development and the quality assurance of product enhancements and/or new product software.

**Education & Training**

* Bachelors degree or equivalent work experience

* Paciolan software experience highly preferred

* Ticketing or fundraising software experience required

**Specialized Knowledge & Skills**

* 3-7 years client support experience required

* Will have a demonstrated ability to build relationships 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 are essential in this role.

* Ability to resolve complex product application problems and perform billable work.

* Excellent customer service, communication, analytical and interpersonal skills are essential.

* Ability to work under moderate supervision in an interrupt-driven environment.

* Understanding of UniVerse, SQL, No SQL databases a plus.

* Should be familiar with VPNs and other related communications technologies.

**Work Environment/Physical Demands**

* General office environment.

* Considerable stress may occur at times, especially during times of high incoming phone call volume.

* No special physical demands required.

* Must be available for after-hours support periodically.

**Travel Requirements**

* Minimal travel may be required for onsite support and/or training.

*All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. LEARFIELD is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity.*

*#35601183*

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