Senior Tech Support Consultant for Nonprofit Tech

Bonterra; Town of Texas (WI); Hybrid; USD 58,000 - 72,000; Full time

Job summary

Bonterra is hiring an Advanced Support Consultant (ASC) II in the United States to deliver superior reactive and proactive support for top-tier customers. You will follow a defined statement of work and work cross-functionally with Support, Product, Professional Services, Development, Sales, and Account Management to ensure client success.

You will become expert in customer business areas and software like ETO or Apricot, resolve complex issues quickly, and mentor the team while documenting all

Qualifications

• 4+ years of professional experience in technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.

Responsibilities

• Become expert in each customer's business areas and software use.
• Respond to calls and emails to resolve complex problems quickly.
• Provide ad-hoc coaching and training on best practices and docs.
• Diagnose and escalate issues to ensure timely resolution.
• Interface with Account Exec and Client Success Manager to avoid overlap.
• Meet with customers via Zoom and email to review open cases.
• Develop relationships with contacts at multiple levels of the customer org.
• Document all interactions and time spent in the tracking system.

Skills

Customer support

Communication

Analytical skills

Problem solving

Technical agility

Time management

Mentoring

Tools

SAP Business Objects

Power BI

Confluence

Salesforce/Certinia

Monday.com

Tableau

Job description

Bonterra is hiring an Advanced Support Consultant (ASC) II in the United States to deliver superior reactive and proactive support for top-tier customers. You will follow a defined statement of work and work cross-functionally with Support, Product, Professional Services, Development, Sales, and Account Management to ensure client success.

You will become expert in customer business areas and software like ETO or Apricot, resolve complex issues quickly, and mentor the team while documenting all