Payment Escalation Specialist (Eastern Time Zone)

Remote

Full Time

Mid Level

Position: Payment Escalation Specialist
Department: Support
Reports to: Tessitura Merchant Services Manager
Type: Full-time / Work-from-home
Compensation: $73,000 - $79,000
Open through: November 22, 2024

About Tessitura
Tessitura is a nonprofit tech company serving over 800 arts organizations and cultural attractions in ten countries. The Tessitura CRM platform brings ticketing & admissions functionality together with fundraising, membership, marketing, education, front of house, business intelligence, and real-time web and mobile transactions.

The Tessitura community includes cultural institutions such as museums, performing arts centers, theatres, orchestras, dance companies, festivals, opera companies, zoos, aquariums, gardens, science centers, and more. A global staff provides 24/7 support and offers guidance to streamline operations, grow revenue, and build lifelong customer engagement.

Job Summary
The Tessitura Merchant Services Team is a part of the greater Support Escalation team, responsible for member-facing technical support and specialization on protracted support cases for member organizations. The team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues.

The Payment Escalation Specialist will serve as a Tessitura Merchant Services subject matter expert for the team and will assist members with implementing or cutting over to Tessitura Merchant Services from their current payment provider, as well as troubleshooting credit card-related payment issues for members post-cutover.

Experience using Tessitura Merchant Services is not a requirement for this role. A strong background of working with Tessitura Software and Products is. We will train qualified candidates to be experts on implementing and supporting Tessitura Merchant Services.

Specific Responsibilities

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.
Other duties as assigned.

General Responsibilities

To drive outcomes that deepen engagement between our members and the Tessitura company, Tessitura software and Tessitura community.
As a term of employment, the post holder may be required to undertake such other duties and / or times of work as may be reasonably be required commensurate with the general level of responsibility within the Company.

Required Skills and Expertise

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.

Preferred Skills and Experience

Knowledgeable with Tessitura Software and Products and supporting technologies, including: SQL Server and Tessitura APIs.
Minimum of 2-4 years of experience working with Tessitura Software and Products.
Experience supporting users who use Tessitura Software and Products.

How to apply
Please apply by using the online form. If you have any questions or need assistance, please contact us at [email protected]

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment
At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, but it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity
Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual's qualifications, merit and performance.

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Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit, and performance.* Acknowledged

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Payment Escalation Specialist (Eastern Time Zone)

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