Advanced Tech Support Consultant II
Social Solutions Global
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Job summary
Bonterra is seeking an Advanced Support Consultant II to deliver proactive and reactive support for top-tier customers on enhanced and premium plans. You will coordinate across Support, Product, Professional Services, Development, Sales and Account Management to meet each client's statement of work and ensure timely resolutions.
You will become an expert in customers' business areas using ETO/Apricot, respond to calls and emails, provide coaching on best practices, and collaborate with the
Qualifications
- 4+ years in technical support, consulting, or customer success.
- 2+ years of experience with ETO or Apricot.
- Proficient in SAP Business Objects Reporting or Power BI.
- Outstanding communication and analytical skills.
- Experience with Confluence, Salesforce/Certinia, and Monday.com.
- Experience working with nonprofit/public sector clients.
Responsibilities
- Become expert in customers' business areas and software.
- Respond to calls and emails to resolve complex problems promptly.
- Provide coaching on best practices and product docs.
- Diagnose and escalate issues for timely resolution.
- Collaborate with Account Executive and Client Success Manager.
- Meet with customers via Zoom and email to review open cases and needs.
- Develop relationships across multiple levels of the organization.
- Document interactions in our tracking system and meet utilization targets.
- Support team growth through mentorship and knowledge sharing.
- Review new platform features and share learnings to improve cross-team proficiency.
Skills
Tools
Job description
Bonterra is seeking an Advanced Support Consultant II to deliver proactive and reactive support for top-tier customers on enhanced and premium plans. You will coordinate across Support, Product, Professional Services, Development, Sales and Account Management to meet each client's statement of work and ensure timely resolutions.
You will become an expert in customers' business areas using ETO/Apricot, respond to calls and emails, provide coaching on best practices, and collaborate with the
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