Remote
Tessitura Network

Application Support Specialist

  • (Multiple states)
  • Full Time
  • Support
  • Experienced

Application Support Specialist Job Description:

Under the direction of the Tessitura Network Support Manager and within a team of Support Specialists, provide customer support to Tessitura Members to ensure satisfaction in the use of Tessitura Software, products and hosted network applications and tools.

Support Specialist Responsibilities:

  • Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura Staff.
  • Through various channels, assist members by fulfilling service requests, inquiries and resolving reported issues related to Tessitura products and the hosting environment.
  • In rotation with the Support Specialists team, triage incoming help tickets and Support calls.
  • Provide training to Tessitura Members when needed.
  • Participate in knowledge management initiatives by creating and updating knowledge base articles in the issue tracking system.
  • Actively prepare for and monitor ticketing on sales.
  • Perform updates to databases in the hosted environment as needed for Tessitura Network members.
  • Due to the nature of our global member base, flexibility with hours may be required to meet member needs. This role assists with providing 24/7 coverage as part of an on-call rotation with other support members.
  • Other duties as assigned.

Qualifications:

  • Demonstration of strong customer service skills, initiative and ability to assume additional responsibilities.
  • Self-starter with ability to work well independently and in groups
  • Exceptional analytical, critical thinking, troubleshooting and problem-solving skills
  • Self-motivated, ability to work efficiently in a virtual environment.
  • Excellent communicator, written and verbal.
  • Ability to explain complex concepts and situations to people with varying ranges of technical understanding.
  • Ability to multi-task successfully. You will have daily support responsibilities that will need to be managed alongside customer-driven deadlines that will require dynamic real-tim prioritization based on multiple factors.
  • Demonstrate a consistent sense of urgency and follow up on open issues to ensure resolution.
  • Bonus Skills: Tessitura, TN Express Web, Citrix Xenapp, Active Directory, Dualshield, Confluence, Jira, basic T-SQL, and basic networking.

Reports to: Tessitura Support Manager

Location: Work from Home