Payment Escalation Specialist

Summary

Join our team as a Payment Escalation Specialist and serve as a Tessitura Merchant Services subject matter expert, assisting members with implementing or cutting over to Tessitura Merchant Services from their current payment provider, and troubleshooting credit card-related payment issues for members post-cutover.

Requirements

• Demonstration of strong customer service skills, initiative, and ability to assume additional duties
• Exceptional troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise
• Strong project management skills
• Knowledgeable in multiple areas of the supporting technology used within the Tessitura environment including: SQL Server Management Studio, 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 successfully manage multiple competing priorities and communication streams
• Experience demonstrating a consistent sense of urgency and follow up on open issues to ensure resolution
• Extremely detailed, organized and results oriented

Responsibilities

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff
• Serve as the Tessitura Merchant Services expert
• Work with our members to project manage their implementation and cutover process to Tessitura Merchant Services
• Lead diagnosis and troubleshooting efforts on complex and protracted cases
• Work with Development and QA to troubleshoot cases and find resolutions for members
• Investigate and escalate defects for all Tessitura Software and Products
• Participate in the testing process for new releases for Tessitura Software and Products
• Provide training to Support Teams and other departments as needed
• Create and update Knowledgebase articles to ensure that we have the most up-to-date information available to our internal teams
• Perform updates to databases in the Hosted environment as needed for Tessitura Members
• Work with Learning documentation teams to develop and maintain product and process documentation
• Assume assignments for the annual user conference related to the planning, preparation and presentation of sessions as needed

Preferred Qualifications

• Knowledgeable with Tessitura Software and Products and supporting technologies, including: SQL Server and Tessitura APIs
• Minimum of 2-4 years of experience working with Tessitura Software and Products
• Experience supporting users who use Tessitura Software and Products