Advanced Support Consultant II

Social Solutions Global; Virginia Beach (VA); On-site; USD 58,000 - 72,000; Full time

Job summary

Bonterra is seeking an Advanced Support Consultant II in the United States to deliver reactive and proactive support for premium customers, following a defined statement of work and collaborating with Support, Product, and Professional Services.

You will respond to calls and emails, coach customers on best practices, diagnose issues, escalate when needed, build strong relationships, and document all interactions. You’ll mentor teammates and share learnings on new platform learnings.

Qualifications

• 4+ years in technical support, consulting, or customer success.
• 2+ years with ETO or Apricot preferred.
• Proficient in SAP Business Objects Reporting or Power BI.
• Outstanding communication and analytical skills.

Responsibilities

• Become expert in each customers' business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons.
• Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner.
• Provide ad-hoc coaching and training on ETO or Apricot best practices, as well as access to product documentation and formal training.
• Diagnose and escalates issues as needed to ensure proper and timely resolution.
• Interface with the Account Executive and Client Success Manager to provide a high level of customer service without unnecessary overlap.
• Meet regularly with customers via Zoom and email to review open cases and platform needs.
• Develop and cultivate strong relationships with contacts at multiple levels of the customer organization.
• Document all client interactions and time spent in our tracking system.
• Support internal team growth through mentorship, collaboration, and knowledge sharing.
• Review and document new platform features and present learnings to the team.

Skills

Customer support

Technical troubleshooting

Communication

Power BI

Tableau

Confluence

Salesforce

Monday.com

SAP BO

Account management

Tools

SAP Business Objects

Power BI

Tableau

Confluence

Salesforce

Certinia

Monday.com

Job description

US Salary Range: $58,000 - $72,000

About Us

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

About the Role

The Advanced Support Consultant (ASC) II is responsible for providing superior reactive and proactive support for customers who have purchased enhanced and premium support packages or are considered top tier paid support customers. The ASC II will be responsible for adhering to a clearly defined statement of work, which may vary depending on the customer's needs.

Internally, the ASC II works cross functionally with other Bonterra teams, including Support, Product, Professional Services, Development, Special Projects, Sales and Account Management, Partnerships & Alliances, Marketing, and the Executive Team.

What You'll Do

• Become an expert in each customers' business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons.
• Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc., as defined in the customer's statement of work).
• Provide ad-hoc coaching and training on ETO or Apricot best practices, as well as access to product documentation and formal training.
• Diagnose and escalates issues as needed to ensure proper and timely resolution.
• Interface with the Account Executive and Client Success Manager to provide a high level of customer service without unnecessary overlap.
• Meet regularly with customers via Zoom and email (weekly, bi-weekly, or monthly depending on what is defined in the statement of work) to review open cases, ongoing initiatives, and platform needs.
• Develop and cultivate strong relationships with contacts at multiple levels of the customer organization.
• Document all client interactions and time spent in our tracking system as required-the ASC II will be held accountable for a utilization target.
• Support internal team growth through mentorship, collaboration, and knowledge sharing across the ASC team.
• Review and document new platform features and present learnings to the team to support cross-team proficiency building.

Requirements

• 4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.
• Proficient in SAP Business Objects Reporting or related reporting tool like Power BI.
• Outstanding communication and analytical skills.
• Problem solving skills with technical agility and creativity.
• Interest in technology and a desire to solve problems independently.
• Detail-oriented and well organized.
• Experience utilizing Confluence, Salesforce/Certinia, and Monday.com.
• Experience managing multiple client priorities and projects simultaneously.
• Ability to maintain mid-to-high complexity client relationships and support packages.
• Working knowledge of nonprofit or public sector client verticals such as Workforce, Education, Reentry, HMIS, MIECHV, or similar industries.

Preferred Skills

• 1+ yr experience with Tableau (highly preferred)
• Able to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages.
• Advanced knowledge of Business Objects (SAP) Results Writing including:
  • Theoretical and practical SAP Results knowledge regarding table and cell formatting.
  • Theoretical and practical SAP Results knowledge regarding data analysis and interpretation.
• Experience mentoring or supporting newer team members through training and collaboration.
• Project management experience supporting enterprise or state-level clients.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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Our Culture

At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of Bonterra's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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Equal Opportunity & Accommodations

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.