Support and Extended Services Consultant – Tessitura

• Position:                                        Support and Extended Services Consultant
• Group:                                            Operations
• Department:                                  EU Support and Technical Services
• Reports to:                                     Director of Operations – Tessitura Europe
• Type:                                               Full Time, Work from Home
• Compensation:                             £34,000 – £38,000
• Closing date for applications:    6^th August 2021

Tessitura is a non-profit tech company serving over 725 arts organisations and cultural attractions in ten countries. The Tessitura CRM platform brings ticketing & admissions functionality together with fundraising, membership, marketing, education, front of house, business intelligence, and real-time web and mobile transactions.

The Tessitura community includes cultural institutions such as museums, performing arts centres, theatres, orchestras, dance companies, festivals, opera companies, zoos, aquariums, gardens, science centres, and more. A global staff provides 24/7 support and offers guidance to streamline operations, grow revenue, and build lifelong customer engagement.

Job Summary

The Support and Extended Services Consultant operates as part of the EU Support and Technical Services Team. The Consultant provides technical customer support and Extended Services consulting to Tessitura Members, partners, and staff to ensure satisfaction in the overall engagement with the Tessitura Network staff, software and products.

Support and Extended Services Consultant Responsibilities:

• Using our Helpdesk application, the Support and Extended Services consultant provides accurate and prompt troubleshooting assistance to users for the breadth of the Tessitura software covering the areas of ticketing, fundraising, reporting, analytics, customer relationship management and online transactions.
• The consultant also provides support assistance via phone and using other tools such as web based desktop sharing applications.

• The consultant may also work directly with member organisations to provide Extended Services Consulting; a ‘consultant on retainer’ service which provides bespoke consulting to members. The service includes but is not limited to report writing, creating customisations, training, Tessitura configuration and setup.

• Providing project management for licensee member upgrades, customisations and other projects as appropriate.

• Other services the consultant may provide include but are not limited to training, report writing, creating customisations, data conversions, assisting in the demonstration of Tessitura to prospective members, and advising on Tessitura configuration and setup.

• The consultant works from home on a flexible rota that includes providing weekend coverage, they are based in the EU and may be required to travel to member organisations.

• The consultant may also be expected to prepare and present at the global Tessitura Learning and Community conference and other conferences and trade shows.

• A commitment to continual training in order to maintain the competence required to meet the requirements of the role.

• 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:

• Solid technical experience in Tessitura software and products and their use and application in an operational/business context.

• Good analytical, critical thinking, technical troubleshooting and problem-solving skills

• Able to work independently in a virtual environment, self-sufficient with the ability to work on and prioritise a wide variety of complicated tasks and projects simultaneously.

• Strong and demonstrated interpersonal, communication, customer service, and
  relationship-building skills.

• Good project management skills and can manage their own time efficiently with
  demonstrated ability to meet deadlines and follow schedules.

• The ability to work calmly, effectively and flexibly with a large number of
  clients/members, staff and other professionals representing a wide diversity of personalities.

• The capacity to explain complex concepts and situations to people with varying ranges of technical understanding.

Preferred Skills and Experience:

• Experience in Microsoft SQL Server, SQL Server Reporting Services,T-SQL, Citrix Xenapp, Active Directory.

Application Instructions:

Apply by submitting a cover letter and resume through tessituranetwork.com. If you have are having difficulty accessing or using the website to apply for a position, you can request help by sending an email to careers@tessituranetwork.com.

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 or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

About Tessitura:

We are Tessitura, a nonprofit tech company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. Ticketing works hand-in-hand with fundraising, membership, marketing, education, and front of house. Intuitive tools help uncover business insights and turn data into action. And features like timed admission, integrated streaming, and contactless scanning help build a sustainable future. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 725 arts organizations and cultural attractions in ten countries. Our staff provide 24/7 support and offer guidance to grow revenue and build lifelong engagement.

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.