Strategic Advanced Support Consultant

Social Solutions Global

Nevada (IA)

On-site

USD 58,000 - 72,000

Full time

6 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Bonterra is hiring an Advanced Support Consultant II to deliver superior reactive and proactive support for premium customers using ETO or Apricot.

You will work cross-functionally with Support, Product, Professional Services, and Sales to ensure high-quality service, timely resolutions, and strong customer relationships. This role requires 4+ years in technical support or customer success and expertise with SAP BO or Power BI.

Qualifications

4+ years of professional experience in support, consulting, or customer success.
2+ years with ETO or Apricot software.
Proficient in SAP Business Objects Reporting or Power BI.
Outstanding communication and analytical skills.
Strong problem solving, technical agility and creativity.
Experience with Confluence, Salesforce/Certinia, and Monday.com.
Experience managing multiple client priorities and projects.
Nonprofit/public sector domain knowledge is a plus.

Responsibilities

Become expert in each customer’s business areas and use of ETO/Apricot.
Respond to calls and emails to resolve complex problems quickly.
Provide ad-hoc coaching on ETO/Apricot best practices.
Diagnose and escalate issues to ensure timely resolution.
Collaborate with Account Executive and Client Success Manager for service quality.
Meet with customers via Zoom/email to review cases and needs.
Build relationships with contacts at multiple levels.
Document all interactions in tracking system and meet utilization targets.
Support internal team growth through mentorship.
Share learnings on platform features to boost cross-team proficiency.