Support Specialist, Monday-Friday, Pacific Time Zone

Tessitura Network, Inc.; Northern (KY); Hybrid; USD 61,000 - 67,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and AD&D insurance

401(k) matching

Paid time off

Sabbatical

Job summary

Tessitura Network, Inc. is seeking a Support Specialist to join the Support / Member Services team, working remotely in the Pacific Time Zone.

This full-time position involves triaging tickets, delivering professional customer service to Members, partners and staff, and using a help desk system and live calls to ensure a high level of satisfaction with Tessitura software and hosting services. The role requires strong communication, problem-solving, and the ability to work independently in a

Qualifications

• Solid knowledge and experience with the Tessitura software and products.
• Demonstration of strong customer service skills, initiative and ability to assume additional responsibilities.
• Excellent discernment and communication skills with an empathetic manner.
• 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.
• Proficient 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 user to acknowledge, understand, manager, and resolve concerns.

Responsibilities

• Triage incoming help tickets, escalated Support calls and live chats to support Tessitura Network software and products.
• Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner.
• Utilize various channels to fulfill service requests, address inquiries, and resolve reported issues related to Tessitura products and the hosting environment.
• Identify complex issues for escalation, providing background information as necessary.
• Facilitate training and participate in member-facing meetings of Tessitura Members, partner, and staff when needed.
• Contribute to our technical knowledge base and other technical documentation.
• Perform updates to databases in the hosted environment as needed for Tessitura Network members.
• Participate in a Subject Matter Expert Group as part of internal training initiatives.
• Routinely participate in Group Work discussions.
• Provide coverage as part of an on-call rotation during holidays with additional compensation.
• Other duties as assigned.

Skills

Tessitura software

Customer service

Communication

Independent work

Troubleshooting

Multi-tasking

Problem-solving

Clear explanations

Tools

TN Express Web

Citrix XenApp

Active Directory

Confluence

Jira

T-SQL (basic)

Team Support

DialPad

Amazon Web Services

Networking

Job description

Support Specialist, Monday-Friday, Pacific Time Zone

Position: Support Specialist, Monday-Friday, Pacific Time ZoneDepartment: Support / Member ServicesReports to : Support ManagerLocation: Work-from-home / Full-timeCompensation : $61,300-$67,000 USDOpen through: September 23, 2026

Tessitura is a non-profit 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.

• 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.
• Utilize various channels to fulfill service requests, address 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 and participate in member-facing meetings of Tessitura Members, partner, and staff when needed.
• Actively contribute to our technical knowledge base and other technical documentation.
• Perform updates to databases in the hosted environment as needed for Tessitura Network members.
• Participate in a Subject Matter Expert Group as part of internal training initiatives.
• Routinely participate in Group Work discussions.
• This role assists with providing coverage as part of an on-call rotation during holidays to provide 24/7 service to our members. Additional compensation is provided for on-call shifts.
• Other duties as assigned.

• Solid knowledge and experience with the Tessitura software and products.
• Demonstration of strong customer service skills, initiative and ability to assume additional responsibilities.
• Excellent discernment and communication skills with an empathetic manner.
• 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.
• Proficient 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 user to acknowledge, understand, manager, and resolve concerns.

TN Express Web, Citrix Xenapp, Active Directory, Dualshield, Confluence, Jira, basic T-SQL, Team Support, DialPad, Amazon Web Services and basic networking.

• 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 requires commensurate with the general level responsibility within the Company.

The compensation reflects a U.S. salary range based on current market data. The candidate's skills, experience, and other relevant factors will determine the final compensation. Tessitura Network offers a comprehensive and robust benefits package designed to support our employees' well-being. Our offerings include various medical, dental, and vision plans, as well as life and AD&D insurance, disability insurance, employee assistance programs, and a 401(k) retirement plan with employer match. We prioritize work-life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7-week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s. These benefits are available to our fully remote team, with adjustments made as required by local laws.

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.

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.