Senior Advanced Support Consultant

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

Job summary

Bonterra is seeking an Advanced Support Consultant II to provide top-tier reactive and proactive support for premium customers. You will work across Support, Product, Professional Services, and Sales to meet customer needs and adhere to defined statements of work.

The role emphasizes cross-functional teamwork, mentoring, and continuous learning while maintaining high levels of customer service and utilization targets.

Qualifications

• 4+ years of professional experience in technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.
• Proficient in SAP Business Objects Reporting or Power BI.
• Outstanding communication and analytical skills.
• Problem solving skills with technical agility and creativity.
• Interest in technology and ability to work independently.
• Detail-oriented and well organized.
• Experience with Confluence, Salesforce/Certinia, and Monday.com.
• Experience managing multiple client priorities and projects.

Responsibilities

• Become an expert in each customer's business areas and software usage.
• Respond to customer calls and emails to resolve complex problems quickly.
• Provide ad-hoc coaching and training on ETO or Apricot best practices.
• Diagnose and escalate issues to ensure timely resolution.
• Collaborate with Account Executive and Client Success Manager to maintain high service levels.
• Hold regular customer meetings to review open cases and platform needs.
• Build strong relationships with contacts at multiple levels of the organization.
• Document all client interactions in the tracking system and maintain utilization targets.
• Mentor and share knowledge across the ASC team.
• Review new platform features and share learnings with the team.

Skills

Technical support

Customer success

Problem solving

Communication

Analytical skills

Tools

SAP Business Objects Reporting

Power BI

Confluence

Salesforce/Certinia

Monday.com

Tableau

Job description

Bonterra is seeking an Advanced Support Consultant II to provide top-tier reactive and proactive support for premium customers. You will work across Support, Product, Professional Services, and Sales to meet customer needs and adhere to defined statements of work.

The role emphasizes cross-functional teamwork, mentoring, and continuous learning while maintaining high levels of customer service and utilization targets.