Position: Support Escalation Payment Specialist (Tu-Sa)
Department: Member Services / Support
Reports to: Tessitura Merchant Services Manager
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Location: Full-Time work from home / Must be based in Australia or New Zealand
Compensation: $85,000 – $95,000 AUD
Open through: July 28, 2023
Tessitura is a non-profit company dedicated to helping arts and cultural organizations thrive.
CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.
The Tessitura community includes cultural institutions such as museums, performing arts centers, theatres, orchestras, dance companies, festivals, opera companies, zoos, aquariums, gardens, science centers, and more. A global staff provides 24/7 support and offers guidance to streamline operations, grow revenue, and build lifelong customer engagement.
Job Summary:
The Tessitura Merchant Services Team is a part of the greater support team, responsible for member-facing technical support and specialization on protracted support cases for member organizations. The team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues.
The Support Escalation Payments Specialist will serve as a Tessitura Merchant Services subject matter expert for the team and will assist members located in Australia and New Zealand with implementing or cutting over to Tessitura Merchant Services from their current payment provider.
Specific 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
- On Saturdays you will also be responsible for helping cover basic Tessitura troubleshooting for members that call via the support hotline or put in critical tickets.
- Lead diagnosis and troubleshooting efforts on complex and protracted cases.
- Work with Development to troubleshoot cases and find resolutions for members.
- Investigate and escalate defects for all Tessitura Network Software and Products.
- Participate in the testing process for new releases for Tessitura Network Software and Products.
- Provide training to Support Teams 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 Network 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.
- Due to the nature of our global client base, flexibility with hours may be required to meet member needs.
- Other duties as assigned.
General Responsibilities:
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.
Required Skills and Experience:
- Demonstration of strong customer service skills, initiative, and ability to assume additional duties.
- Strong troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise.
- Knowledgeable in multiple areas of the supporting technology used within the Tessitura environment including: networking concepts, SQL Server, 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 multi-task successfully. 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.
Preferred Skills and Experience:
- Experience working with Tessitura Software and Products.
- Experience in the Payments Processing industry with providers such as Windcave, Worldpay, Adyen, etc.
How to apply:
Please apply by using the online form. If you have any questions or need assistance, please contact us at careers@tessituranetwork.com.
Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment:
At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, it will also fuel collaboration, innovation and creativity as we deliver on our mission.
Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.
Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.
Equal Opportunity:
Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit, and performance.
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