Customer Care Specialist

November 6

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Tessitura

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Description

• 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, partners, 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.

Requirements

• Excellent 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.