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Tessitura Network logo
Tessitura Network

We are Tessitura, a nonprofit tech company dedicated to helping arts and cultural organizations thrive. CRM lies at the heart of our mission and our technology platform. We work with 770+ organizations in ten countries.

Support Specialist

Customer SupportCustomer SupportOtherRemoteTeam 270Since 2002

Location

United States

Posted

139 days ago

Salary

0

No structured requirement data.

Job Description

Support Specialist

Tessitura Network

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. 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. Assist with providing coverage as part of an on-call rotation during holidays to provide 24/7 service to our members. Other duties as assigned.

Job Requirements

  • 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 of both.
  • 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, managing daily support responsibilities alongside customer-driven deadlines.
  • 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 and basic networking.

Benefits

  • Comprehensive and robust benefits package designed to support our employees' well-being.
  • Various medical, dental, and vision plans.
  • Life and AD&D insurance, disability insurance, employee assistance programs.
  • 401(k) retirement plan with employer match.
  • Generous paid time off, including vacation and sick leave.
  • 12 weeks of paid parental leave.
  • 7-week sabbatical after seven years of service.
  • Recharge week between Christmas and New Year’s.
  • Benefits available to our fully remote team, with adjustments made as required by local laws.

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