[Hiring] Principal Support Escalation Specialist @Tessitura Network

Role Description

The Support Escalation 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 Support Escalation Team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues. The ideal candidate will have strong troubleshooting skills and be able to communicate with a broad group of stakeholders.

Position Responsibilities

• Quality and Efficient Service:
  • Assisting members with their questions and issues in a helpful, timely, and respectful manner.
  • Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
  • Serve as the primary technical resource for all locally hosted members and provide support to members hosted in Tessitura’s cloud infrastructure.
  • Provide hands-on infrastructure, server, and configuration support.
  • Lead technical planning and preparation for cloud migration readiness and v16 upgrades as needed.
  • Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases.
  • Takes ownership of member-facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed.
  • Actively prepare for and monitor ticketing on-sales.
  • Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on-call shifts.
• Collaboration:
  • Working together across the company with respect and integrity.
  • Collaborating cross-team with your support colleagues to resolve member issues.
  • Attends group work every week with Support Escalation colleagues.
  • Escalates tickets to Development/Product Owners/Business Analysts as needed.
  • Identify and suggest corrections for documentation issues in collaboration with Learning team.
  • Investigate and escalate defects for all Tessitura Network Software and Products.
• Knowledge:
  • Constantly work towards improving our knowledge base and skills across the Support team.
  • Regularly contributes to proactive maintenance of knowledge base articles.
  • Provides at least one in-depth training session for the Support team annually.
  • Serves as an active member and has strong experience in one Subject Matter Expert (SME) group.
  • This role assists with providing 24/7 coverage as part of an on-call rotation with other support members.
  • Other duties as assigned.

Qualifications

• Minimum of 8 years of experience supporting users who use Tessitura Software and Products.
• Experience with locally hosted server architecture and infrastructure requirements.
• Deep knowledge of installing and upgrading the Tessitura Application and Products.
• Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting, and SSRS/SSDT.
• 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.
• 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.
• Has experience demonstrating a consistent sense of urgency and follow up on open issues to ensure resolution.
• Extremely detailed, organized and results oriented.

Benefits

• The compensation reflects a U.S. salary range based on current market data.
• Tessitura Network offers a comprehensive and robust benefits package designed to support our employees' well-being, including:
  • Various medical, dental, and vision plans.
  • Life and AD&D insurance.
  • Disability insurance.
  • Employee assistance programs.
  • 401(k) retirement plan with employer match.
  • Generous paid time off, including vacation and sick leave.
  • 12 weeks of paid parental leave.
  • A 7-week sabbatical after seven years of service.
  • A recharge week between Christmas and New Year’s.
• These benefits are available to our fully remote team, with adjustments made as required by local laws.