Customer Care Specialist (Pacific Time Zone) at Tessitura in Remote

Summary: Tessitura is a nonprofit technology company for arts and cultural organizations, dedicated to helping them thrive. The Customer Care Specialist will facilitate relationships with Tessitura Network members by providing professional customer service, answering calls and live chats, and resolving issues related to Tessitura products. This role contributes to maximizing the potential of organizations within the community by ensuring satisfaction with the Tessitura software and services. 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 - Potential travel 1-2 times per year for conference or team meetings - Other duties as assigned - To drive outcomes that deepen the relationship between our members and the Tessitura company, Tessitura software and Tessitura community Required Qualifications: - Experience 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 Required Skills: Tessitura Software, Customer Service, Call Center Operations, Technical Troubleshooting, Technical Knowledge Base Contribution, Hosting Environment Administration, Empathy, Multitasking Benefits: 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, 7-week sabbatical after seven years of service, Recharge week between Christmas and New Year’s