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: 17 October 2025

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:

Specific Responsibilities

Use the Tessitura Network helpdesk application to provide accurate and prompt troubleshooting assistance to users for the breadth of the Tessitura software to cover the areas of ticketing, fundraising, reporting, customer relationship management, online transactions and business intelligence tools.
Log all reported issues in Team Support for tracking and reporting, ensuring the member organisation is kept informed of the progress of resolving the issue.
Assisting users in troubleshooting Tessitura issues via incoming telephone calls.
Resolve support issues directly for the client, consulting within the Company where needed for support issues and escalating support issues as required.
Providing assistance to Tessitura members in installing and upgrading the Tessitura applications.
Undertaking consulting projects, new member onboarding, member training programs, and regular member check-in calls.
Act as a subject matter expert in optimisations, upgrades and new feature adoption.
Contribute to Tessitura technology enhancement through structured feedback on improvements and new functionality requirements.
Advise the Company of any defect identification ensuring that appropriate follow up is competed.
Support member community and conference activities including planning, content development and presentation.

General Responsibilities

Actively participate as a member of the Asia Pacific Team and Operations Group to support the achievement of short and long-term company goals.
Maintain and improve the Company’s reputation as a leading service provider with a focus on Member needs by effectively meeting their needs and building productive sustainable partnerships.
Establish good interpersonal relationships by helping people feel valued, appreciated, and included in discussions, enhancing others self-esteem, and acting with empathy.
Demonstrate honesty, keep commitments and adhere to codes of conduct and ethical principles.
Proactively engage and support company DEAI initiative. Call out and confront inappropriate workplace behaviour to reinforce values and associated inclusive behaviors.
Achieve a satisfactory level of technical and professional skill or knowledge in position-related areas and keep up with current developments and trends in areas of expertise. Assimilate and apply new job/task-related information in a timely manner.
Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages both technical and non-technical audiences to help them understand and retain the message.
Proactively take prompt action to achieve required goals.
Set high standards of performance for self by assuming responsibility and accountability for successfully completing assignments or tasks.
Maintain personal effectiveness when experiencing major changes in work tasks or the work environment and adjust effectively to work within new work structures, processes, requirements, or cultures, even when the whole picture is not known.
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 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 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 global arts and culture sector.
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.

Other:

The Tessitura Network operates globally on 24 hours, 7 days a week basis and the successful candidate will be working, as standard hours, evenings, weekends and Public Holidays.
Candidates must be currently eligible to work in Australia or New Zealand.
This position is rostered over seven days per week.

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Support Consultant, Asia Pacific

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