Advanced Support Consultant II - Tech & Client Success

Bonterra; United States; Remote; USD 58,000 - 72,000; Full time

Job summary

Bonterra is hiring an Advanced Support Consultant II to deliver superior reactive and proactive support for premium customers. You’ll work cross-functionally with Support, Product, Services, Development, Sales, and others to meet client goals and SLAs.

Role requires deep product knowledge across ETO/Apricot, SAP BO, and Power BI, plus strong communication and problem-solving skills. You’ll mentor teammates and help extend platform capabilities for nonprofit and public-sector clients.

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.
• Problem solving with technical agility and creativity.
• Interest in technology and solving problems independently.
• Detail oriented and organized.
• Experience with Confluence, Salesforce/Certinia, and Monday.com.
• Experience managing multiple client priorities and projects.

Responsibilities

• Become an expert in customers’ business areas and use of ETO/Apricot.
• Respond to calls and emails to resolve complex issues promptly.
• Provide coaching and training on ETO/Apricot best practices.
• Diagnose and escalate issues to ensure timely resolution.
• Interface with Account Exec and Client Success Manager for smooth service.
• Meet with customers via Zoom/email to review cases and needs.
• Build relationships with contacts at multiple levels of the client org.
• Document interactions and time in tracking system; maintain utilization targets.
• Support team growth through mentorship and knowledge sharing.

Skills

Communication skills

Analytical thinking

Problem solving

Independent learner

Education

Bachelor's degree or equivalent

Tools

SAP Business Objects

Power BI

Confluence

Salesforce/Certinia

Monday.com

Job description

Bonterra is hiring an Advanced Support Consultant II to deliver superior reactive and proactive support for premium customers. You’ll work cross-functionally with Support, Product, Services, Development, Sales, and others to meet client goals and SLAs.

Role requires deep product knowledge across ETO/Apricot, SAP BO, and Power BI, plus strong communication and problem-solving skills. You’ll mentor teammates and help extend platform capabilities for nonprofit and public-sector clients.