Advanced Premium Tech Support Consultant II

Social Solutions Global; Chicago (IL); On-site; USD 58,000 - 72,000; Full time

Benefits offered by this job

Tableau experience preferred

Mentorship and collaboration

Job summary

Bonterra is seeking an Advanced Support Consultant II to deliver superior reactive and proactive support for top-tier customers under a defined statement of work. You will collaborate across Support, Product, Professional Services, and Sales to ensure timely resolution and high customer satisfaction.

You will become an expert in customers' business areas and ETO or Apricot platforms, providing coaching, documenting interactions, and mentoring the ASC team to drive consistent service quality.

Qualifications

• 4+ years of professional experience in technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software.
• Proficient in SAP Business Objects Reporting or Power BI.
• Outstanding communication and analytical skills.
• Problem solving skills with technical agility and creativity.
• Experience utilizing Confluence, Salesforce/Certinia, and Monday.com.
• Experience managing multiple client priorities and projects simultaneously.
• Working knowledge of nonprofit or public sector client verticals.

Responsibilities

• Become an expert in customers' business areas and software, including customizations.
• Respond to calls and emails to resolve complex problems promptly.
• Provide ad-hoc coaching and training on best practices and documentation.
• Diagnose and escalate issues to ensure timely resolution.
• Interface with Account Executive and Client Success Manager to minimize overlap.
• Meet with customers regularly via Zoom and email to review cases and needs.
• Develop relationships with contacts at multiple levels of the client organization.
• Document all interactions and time spent in the tracking system.
• Support internal team growth through mentorship and collaboration.
• Review new platform features and share learnings with the team.

Skills

Technical support

Customer success

Consulting

Communication skills

Analytical skills

Problem solving

Cross-team collaboration

Tools

SAP Business Objects

Power BI

Tableau

Confluence

Salesforce/Certinia

Monday.com

ETO

Apricot

Job description

Bonterra is seeking an Advanced Support Consultant II to deliver superior reactive and proactive support for top-tier customers under a defined statement of work. You will collaborate across Support, Product, Professional Services, and Sales to ensure timely resolution and high customer satisfaction.

You will become an expert in customers' business areas and ETO or Apricot platforms, providing coaching, documenting interactions, and mentoring the ASC team to drive consistent service quality.