Support Consultant, Asia Pacific

Remote

Full Time

Experienced

Position: Support Consultant, Asia Pacific

Department: Asia Pacific

Reports to: Support Manager, Asia Pacific

Location: Full-Time work from home / Must be based in Australia or New Zealand

Compensation: $75,000 – $85,000 AUD

Open through: 30 September 2024

The Tessitura Network is comprised of more than 800 of the world’s premiere arts and cultural organisations using a common technology, the Tessitura Software, in order to achieve operational excellence. Our Network includes theatres, orchestras, performing arts centres, festivals, dance companies, opera companies, museums, galleries and university arts affiliated departments and venues. Company efforts are guided by a team of globally-located, highly-qualified industry professionals.

Tessitura also develops related products and provides ongoing support and consulting services for Tessitura Software^® user organisations. Operating in ten countries worldwide, we continue to expand our presence in Australia and New Zealand and require an exceptional team member to join us as a Support Consultant to service our current and future members in the region who now include more than 70 pre-eminent arts and cultural organisations.

Job Summary:
Tessitura Network operates a “follow the sun” support desk that delivers support services around the globe 7 days a week 365 days a year.
The Support Consultant is responsible for supplying essential support services and other activities to Tessitura users both regionally and globally, to ensure satisfaction in the use of Tessitura Software, products, hosted network applications and tools. The Support Consultant meets the users on their terms, having a familiarity with their business and knowledge of the software’s capabilities. This role maximises the potential of each organisation and individual in the community.

The Support Consultant will work from home, based in Australia or New Zealand, and may be required to travel throughout the region at times.
They will report to the Support Manager, Asia Pacific and provide essential support services to the growing list of Australian and New Zealand Tessitura Network Member Organisations and supporting global members as required, including but not limited to:

Using the Helpdesk application, provide accurate and prompt troubleshooting assistance to users for the breadth of the Tessitura software, platform and services covering the areas of the hosted environment, hosted web products, ticketing, fundraising, customer relationship management, online transactions and business intelligence tools.
Assisting users in troubleshooting Tessitura issues via incoming telephone calls.
Providing assistance to Tessitura members in installing and upgrading the Tessitura application including the database, client files, SOAP and REST services, and associated server components.
Providing business analysis and project management expertise for the implementation of the Tessitura software/application/platform and related software at member organisations.
Preparing for and presenting at the Tessitura Learning and Community conference, as well as other conferences and trade shows.
Utilising company systems and practices in line with agreed procedures
Other related duties as required and assigned.

Required Skills and Experience:

Demonstrates strong interpersonal, communication, customer service, relationship-building skills and consistently applies a “customer first” approach to all interactions.
Works calmly, effectively, and flexibly with a large number of clients/members, staff, and other professionals representing a wide diversity of personalities.
Enjoys working in a dynamic, continually evolving environment and is able to adapt to change.
Possesses great project management skills and can manage their own time efficiently with demonstrated ability to meet deadlines and follow schedules.
Has demonstrated experience working collaboratively with a range of stakeholders to deliver business-critical projects within the arts and culture sector.
Maintains solid experience in arts/cultural software and its use and application in an operational/ business context.
Has experience writing queries, stored procedures, views and other database objects with Microsoft SQL Server.
Desires continued learning, or enhances existing, technical and professional skills as directed to meet evolving role requirements.
Enjoys working independently in a virtual environment, is self-sufficient with the ability to work on and prioritise a wide variety of complicated tasks and projects simultaneously.
Proactively collaborates with all aspects and activities of the Global Tessitura Team.

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Support Consultant, Asia Pacific

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