Support Specialist

About Tessitura

Tessitura is a non-profit company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 800 cultural institutions in ten countries. Our staff provide 24/7 support and offer guidance to grow revenue and build lifelong engagement.

Job Summary

This position operates as part of the Tessitura Support Specialists Team, within the broader Member Services Team. The Support Specialist provides customer support to Tessitura Members, partners, and staff using a help desk system and customer-facing calls to ensure satisfaction in the overall engagement with the Tessitura Network staff, software and products. This contributes to our team mission of meeting Tessitura Network Members, partners, and staff on their terms, with a familiarity of their business and knowledge of the software's capabilities, maximizing the potential of each organization within the community.

Specific Responsibilities

• In rotation with the Support Specialists team, triage incoming help tickets, escalated Support calls and live chats to support the Tessitura Network software and products.
• Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner.
• Utilize various channels to fulfill service requests, address inquiries, and resolve reported issues related to Tessitura products and the hosting environment.
• Identify complex issues for escalation, providing applicable background information as necessary.
• Facilitate training and participate in member-facing meetings of Tessitura Members, partner, and staff when needed.
• Actively contribute to our technical knowledge base and other technical documentation.
• Perform updates to databases in the hosted environment as needed for Tessitura Network members.
• Participate in a Subject Matter Expert Group as part of internal training initiatives.
• Routinely participate in Group Work discussions.
• This role assists with providing coverage as part of an on-call rotation during holidays to provide 24/7 service to our members. Additional compensation is provided for on-call shifts.
• Other duties as assigned.

Required Skills and Experience

• Solid knowledge and experience with the Tessitura software and products.
• Demonstration of strong customer service skills, initiative and ability to assume additional responsibilities.
• Excellent discernment and communication skills with an empathetic manner.
• Self-starter with ability to work well independently and in groups efficiently in a virtual environment.
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate.
• Proficient analytical, critical thinking, troubleshooting and problem-solving skills.
• Capacity to explain complex concepts and situations to people with varying ranges of technical understanding.
• Ability to multi-task successfully. Daily support responsibilities will need to be managed alongside customer-driven deadlines requiring dynamic real-time prioritization based on varying factors.
• Proficiency in diffusing critical situations by calmly communicating with users to acknowledge, understand, manage, and resolve concerns.

Bonus Technical Skills

• TN Express Web
• Citrix Xenapp
• Active Directory
• Dualshield
• Confluence
• Jira
• Basic T-SQL
• Team Support
• DialPad
• Amazon Web Services
• Basic networking

General Responsibilities

To drive outcomes that deepen engagement between our members and the Tessitura company, Tessitura software and Tessitura community. As a term of employment, the post holder may be required to undertake such other duties and / or times of work as may be reasonably be required commensurate with the general level responsibility within the Company.

Key skills/competency

• Tessitura Software
• Customer Service
• Help Desk Management
• CRM Systems
• Technical Troubleshooting
• Client Communication
• Problem-Solving
• Database Administration
• Knowledge Base Contribution
• Virtual Team Collaboration