Senior Advanced Support Consultant

Social Solutions Global; Kentucky; On-site; USD 58,000 - 72,000; Full time

Job summary

Bonterra is hiring an Advanced Support Consultant II to provide exceptional reactive and proactive support for premium customers. You will work cross-functionally with Support, Product, Professional Services, and Sales to fulfill a defined statement of work and ensure high-value outcomes for clients.

You will become an expert in clients' industries, resolve complex issues quickly, and mentor teammates. A track record in technical support and nonprofit sector knowledge will help drive success in

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 ability to work independently.
• Detail-oriented and organized.
• Experience with Confluence, Salesforce/Certinia, and Monday.com.
• Ability to manage multiple client priorities and projects.
• Experience with nonprofit or public sector clients.

Responsibilities

• Become expert in customers' business areas and software (ETO/Apricot).
• Respond to calls and emails to resolve complex issues quickly.
• Provide coaching and training on ETO/Apricot best practices.
• Diagnose and escalate issues for timely resolution.
• Collaborate with Account Exec and Client Success Manager to ensure alignment.
• Meet with customers via Zoom/email to review cases and needs.
• Develop relationships with contacts at multiple levels.
• Document all client interactions and time spent for utilization targets.
• Mentor and share knowledge within the ASC team.
• Review new platform features and share learnings with the team.

Skills

4+ years exp

ETO/Apricot

SAP BO/Power BI

Communication

Problem solving

Tech-minded

Detail-oriented

Confluence

Salesforce/Certinia

Monday.com

Project management

Nonprofit sector

Tools

Tableau

Job description

Bonterra is hiring an Advanced Support Consultant II to provide exceptional reactive and proactive support for premium customers. You will work cross-functionally with Support, Product, Professional Services, and Sales to fulfill a defined statement of work and ensure high-value outcomes for clients.

You will become an expert in clients' industries, resolve complex issues quickly, and mentor teammates. A track record in technical support and nonprofit sector knowledge will help drive success in