Tessitura is hiring a
Support Specialist Team Lead, Remote - Worldwide

Summary

The job is for a Support Specialist Team Lead in the EU department of Tessitura, a nonprofit tech company. The role involves leading a team of Support Specialists, providing customer support, triaging help tickets, updating databases, and participating in knowledge management initiatives. The job requires strong leadership skills, excellent communication, analytical thinking, and the ability to work independently and in groups.

Requirements

• Demonstration of strong leadership, customer service skills, initiative and ability to assume additional responsibilities
• Self-starter with ability to work well independently and in groups
• Exceptional analytical, critical thinking, troubleshooting and problem-solving skills
• Self-motivated, ability to work efficiently in a virtual environment
• 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
• Demonstrate a consistent sense of urgency and follow up on open issues to ensure resolution
• Experience in the Tessitura application required

Responsibilities

• Organize daily plan of action for queue maintenance within the Support Neighborhood
• Work with Neighborhood Support Specialists to cover shifts for planned absences
• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura Staff
• In rotation with the Support Specialists team, triage incoming help tickets and Support calls
• Participate in knowledge management initiatives by creating and updating knowledge base articles in the issue tracking system
• Perform updates to databases in the hosted environment as needed for Tessitura Network members
• Spearhead proactive support contact with Members throughout the upgrade process
• Monitor ticket volume by organization and identify resources to shepherd and address related tickets, questions, and concerns

Preferred Qualifications

TN Express Web, Citrix Xenapp, Active Directory, Dualshield, Confluence, Jira, Intermediate to Advanced T-SQL, Amazon Web Services and basic networking