Tessitura · 11 hours ago
Support Escalation Specialist (UK Based)
United States
Full-time
Remote
Mid Level
4+ years expTessitura is a non-profit company dedicated to helping arts and cultural organizations thrive. The Support Escalation Specialist will provide member-facing technical support, specializing in complex support cases, and ensure high levels of customer service.
CRMInformation TechnologyPerforming ArtsSoftware
Responsibilities
Assisting members with their questions and issues in a helpful, timely, and respectful manner
Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff
Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases
Takes ownership of member-facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed
Actively prepare for and monitor ticketing on-sales
Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on-call shifts
Collaborating cross-team with your support colleagues to resolve member issues
Attends group work every week with Support Escalation colleagues
Escalates tickets to Development/Product Owners/Business Analysts as needed
Identify and suggest corrections for documentation issues in collaboration with Learning team
Investigate and escalate defects for all Tessitura Network Software and Products
Regularly contributes to knowledge base article creation and refinement
Serves as an active member and has strong experience in one Subject Matter Expert (SME) group
This role assists with providing 24/7 coverage as part of an on-call rotation with other support members
Other duties as assigned
Qualification
Required
Minimum of 4 years of experience supporting users who use Tessitura Software and Products
Demonstration of strong customer service skills, initiative, and ability to assume additional duties
Strong troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise
Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting or credit card processing
Self-motivated. Able to work efficiently in a virtual environment, including learning new topics and functionality
Excellent communicator, written and verbal
Ability to explain complex concepts and situations to people with varying ranges of technical understanding
Ability to multi-task successfully. You will have daily support responsibilities that will need to be managed alongside customer-driven deadlines that will require dynamic real-time prioritization based on multiple factors
Has experience demonstrating a consistent sense of urgency and follow up on open issues to ensure resolution
Extremely detailed, organized and results oriented
Benefits
Generous paid time off, including vacation and sick leave
12 weeks of paid parental leave
A 7-week sabbatical after seven years of service
A recharge week between Christmas and New Year’s
Company
Tessitura
We are Tessitura, a nonprofit tech company dedicated to helping arts and cultural organizations thrive.
201-500 employees
H1B Sponsorship
Tessitura has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Andrew Recinos
President & CEO
Marty Kennedy
Vice President, Business Services at Tessitura Network
Recent News
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