Customer Care Specialist

Summary

Join our team as a Customer Care Specialist in the Pacific Time Zone to facilitate relationships between Tessitura Network and their community by answering incoming calls and live chats, assessing needs, and resolving or assigning resources. This role contributes to our mission of meeting members on their terms with a familiarity of their business and knowledge of the software's capabilities.

Requirements

• Excellent with Tessitura software and product suite is required
• Excellent call center or customer service experience
• Excellent listening and communication skills with an empathetic manner
• Proficiency in diffusing critical situations by calmly communicating with users to acknowledge, understand, manage, and resolve concerns
• 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
• Exceptional 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 while maintaining an agile mindset

Responsibilities

• Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner
• Answer incoming calls and live chats to the Customer Care Support Hotline
• Through various channels, fulfill service requests, inquiries and resolve reported issues related to Tessitura products and the hosting environment
• Administer Tier 1 Support by isolating the scope of the reported issues, collecting any applicable materials and following defined pipelines to a resolution for Tessitura Network software and products
• Facilitate training of Tessitura Members, partners, and staff when needed
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Perform administrative tasks in the hosting environment as needed for Tessitura Network members
• Potential travel 1-2 times per year for conference or team meetings