Customer Care Specialist

Summary

Join Tessitura Network as a Customer Care Specialist and contribute to the success of arts and cultural organizations. Based in the Pacific Time Zone, this work-from-home, full-time position involves providing exceptional customer service to Tessitura Network members, partners, and staff. You will answer calls and live chats, resolve issues related to Tessitura products, and administer Tier 1 support. This role also includes facilitating training and contributing to the technical knowledge base. The ideal candidate possesses excellent customer service and communication skills, experience with Tessitura software, and strong problem-solving abilities. Compensation ranges from $59,500 to $65,450.

Requirements

• Experience 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, partner, 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
• Other duties as assigned
• To drive outcomes that deepen the relationship between our members and the Tessitura company, Tessitura software and Tessitura community

Benefits

• Various medical, dental, and vision plans
• Life and AD&D insurance
• Disability insurance
• Employee assistance programs
• A 401(k) retirement plan with employer match
• 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