Senior Advanced Support Consultant — Premium Support

Social Solutions Global

Virginia Beach (VA)

On-site

USD 58,000 - 72,000

Full time

6 days ago

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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.