Support Escalation Specialist (UK Based)

The Support Escalation Team is a part of the greater Support team, responsible for member‑facing technical support and specialization on protracted support cases for member organizations. The team works together to provide the highest level of customer service to our members, disseminating knowledge to find resolutions for issues.

Quality and Efficient Service

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
• Serve as the Tessitura Network Software & Products subject matter expert and lead diagnostic and troubleshooting efforts on complex and protracted cases.
• Takes ownership of member‑facing support tickets and guides them through to resolution, including necessary database updates and diagnostics as needed.
• Actively prepare for and monitor ticketing on‑sales.
• Provides critical issue support during regular desk shifts both during the business week as well as scheduled weekend on‑call shifts.

Collaboration

• Collaborating cross‑team with your support colleagues to resolve member issues.
• Attends group work every week with Support Escalation colleagues.
• Escalates tickets to Development/Product Owners/Business Analysts as needed.
• Identify and suggest corrections for documentation issues in collaboration with Learning team.
• Investigate and escalate defects for all Tessitura Network Software and Products.

Knowledge

• Regularly contributes to knowledge base article creation and refinement.
• Serves as an active member and has strong experience in one Subject Matter Expert (SME) group.
• This role assists with providing 24/7 coverage as part of an on‑call rotation with other support members.
• Other duties as assigned.

Required Skills and Experience

• Minimum of 4 years of experience supporting users who use Tessitura Software and Products.
• Demonstration of strong customer service skills, initiative, and ability to assume additional duties.
• Strong troubleshooting and problem‑solving skills, even when troubleshooting a topic outside of personal expertise.
• Knowledgeable in multiple areas of the Tessitura Environment and supporting technologies, including: networking concepts, SQL Server, API troubleshooting or credit card processing.
• Self‑motivated.
• Able to work efficiently in a virtual environment, including learning new topics and functionality.
• 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.
• Has experience demonstrating a consistent sense of urgency and follow‑up on open issues to ensure resolution.
• Extremely detailed, organized and results oriented.

Benefits and Compensation

The compensation reflects a UK 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 benefits package designed to support our employees' well‑being. We prioritise 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.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognise that having a diverse team is not only critical to our commitment to adopt equitable behaviours, 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.

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.