Payment Escalation Specialist

November 6

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Tessitura

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Description

• 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. • Due to the nature of our global client base, flexibility with hours may be required to meet member needs.

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.