Payment Escalation Specialist

Summary

Join Tessitura as a Payment Escalation Specialist and become a subject matter expert on Tessitura Merchant Services. This full-time, work-from-home position offers a competitive salary ($73,000-$79,000) and involves providing excellent customer service, troubleshooting payment issues, and managing implementations. You will collaborate with internal teams, including development and QA, to resolve complex cases and contribute to knowledge base articles. Experience with Tessitura software is required, but Merchant Services experience is not. Flexibility with hours may be needed to support a global client base.

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. 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
• 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
• To drive outcomes that deepen engagement between our members and the Tessitura company, Tessitura software and Tessitura community
• As a term of employment, the post holder may be required to undertake such other duties and / or times of work as may be reasonably be required commensurate with the general level of responsibility within the Company

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

Benefits

• Work-from-home
• $73,000 - $79,000