Support Specialist, EU (Tuesday - Saturday)

Position:                  Support Specialist, EU (Tuesday - Saturday)
Department:            Member Services/ Support
Report to:                Support Manager, EU
Type:                        Full time
Compensation:       £31,000 - £35,000
Open through:        15th May 2024

Tessitura is a nonprofit company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 800 cultural institutions in ten countries. Our staff provide 24/7 support and offer guidance to grow revenue and build lifelong engagement.

Job Summary
This position operates as part of the Tessitura Support Specialists Team, within the broader Member Services Team. The Support Specialist provides customer support to Tessitura Members, partners, and staff using a help desk system and customer-facing calls 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.

Specific Responsibilities

• In rotation with the Support Specialists team, triage incoming help tickets, escalated Support calls and live chats to support the Tessitura Network software and products.
• Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner.
• Through various channels fulfill services requests, inquiries and resolve reported issues related to Tessitura products and the hosting environment.
• Identify complex issues for escalation, providing applicable background information as necessary.
• Facilitate training of Tessitura Members, partners, and staff when needed.
• Actively contribute to our technical knowledge base, online community, and other technical documentation.
• Actively prepare for and monitor ticketing on sales.
• Perform updates to databases in the hosted environment as needed for Tessitura Network members.
• Serve as an escalation point for other team members.
• Manage effectively the resolution of escalated Support issues in an efficient manner.
• Act as technical authority, providing expertise to team members and customers.
• Serves as a resource for and provides guidance and coaching to team members with less experience.
• 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.
• Other duties as assigned.

Required Skills and Experience

• Demonstration of strong customer service skills, initiative and ability to assume additional responsibilities.
• Excellent discernment and communication skills with an empathetic manner.
• Self-start 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. Daily support responsibilities will need to be managed alongside customer-driven deadlines requiring dynamic real-time prioritization based on varying factors.
• Proficiency in diffusing critical situations by calmly communicating with users to acknowledge, understand, manage, and resolve concerns.
• Experience in the Tessitura application required

Bonus Technical Skills: Citrix Xenapp, Active Directory, Dualshield, Confluence, Jira, basic T-SQL, Team Support, Ringcentral, Amazon Web Services and basic networking

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.

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 of 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, 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.