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Customer Care Specialist (Remote)

T

Tessitura Network

Customer Care Specialist (Remote)

Baltimore, MD
Full Time
Paid
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  • Responsibilities

    Job Description

    CUSTOMER CARE SPECIALIST

    DEPARTMENT:      Support

    REPORTS TO:       Tessitura Support Manager

    TYPE:                  Full-time, work from home

    SALARY:               $50-65K, USD

    OPEN THROUGH: February 26, 2021 at 6PM, Eastern Time 

    JOB DESCRIPTION:

    This position operates as part of the Tessitura Support Specialists team, within the broader Member Services team. The Customer Care Specialist will facilitate the relationship between Tessitura Network and their community by answering incoming calls and live chats, assessing needs, and resolving or assigning resources to ensure satisfaction in the overall engagement with the Tessitura Network staff, software and products.  This contributes to our team mission of meeting Tessitura Network Members, partners, and staff on their terms, with a familiarity of their business and knowledge of the software's capabilities.  Maximizing the potential of each organization within the community.  

    CUSTOMER CARE SPECIALIST RESPONSIBILITIES:

    • 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.
    • This role assists with providing 24/7 coverage as part of an on-call rotation with other support members generally one shift per month. Additional compensation is provided for on-call shifts.
    • Travel 2-3 times per year for conference or team meetings (all travel currently suspended)
    • Other duties as assigned.

    REQUIRED SKILLS AND EXPERIENCE:

    • Call center or customer service experience.
    • Be available to work Eastern Time Zone hours; 8am-4pm
    • Must be authorized to work in the United States
    • 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 the 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.

     

    BONUS TECHNICAL SKILLS: Tessitura, TN Express Web, Citrix Xenapp, Active Directory, Dualshield, Confluence, Jira basic T-SQL, Team Support, Ringcentral, Amazon Web Services and basic networking. 

     

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