Advanced Support Consultant II

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

The Advanced Support Consultant (ASC) II is responsible for providing superior reactive and proactive support for our Apricot clients. The ASC will be responsible for adhering to a clearly defined statement of work, which may vary depending on the customer’s needs. 

Internally the ASC works cross functionally with other Bonterra teams, including Support, Product, Professional Services, Development, Special Projects, Sales and Account Management, Partnerships & Alliances, Marketing, and the Executive Team.

What You’ll Do

• Become an expert in each customers’ use of Apricot software, including any customizations and add-ons.

• Meet regularly with customers via phone (weekly, bi-weekly, or monthly depending on what is defined in the statement of work) to review open cases and issues.

• Respond to customer calls and emails in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc., as defined in the customer’s statement of work).

• Diagnose and escalate issues as needed to ensure proper and timely resolution.

• Document all client interactions and time spent in our tracking system as required—the ASC will be held accountable for a utilization target

• Provide ad-hoc coaching and training on Apricot best practices, as well as access to product documentation and formal training.

• Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap 

Requirements 

• 3+ years of professional experience in relevant industry such as technical support or customer success 

• Experience with Apricot software 

• Proficient in SAP Business Objects Reporting

• SQL knowledge and experience

• Outstanding communication and analytical skills 

• Problem solving skills with technical agility and creativity 

• Interest in technology and a desire to solve problems independently 

• Detail-oriented and well organized 

• Passion for human services  

Preferred Skills 

• Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing; business acumen; applied statistics; evaluation experience 

• Non-Profit organizational experience or background

Our Culture:  At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.