Senior Advanced Support Consultant

The Advanced Support Consultant is responsible for providing superior reactive and proactive support for customers who have purchased advanced support packages. They are responsible for overall customer well-being by monitoring the health of the relationship between our clients and the Strategic Philanthropy software. Additionally, the Advanced Support Consultant will be supporting clients to troubleshoot technical issues, identify program gaps, and to assist with standard configuration changes.

Internally the Advanced Support Consultant works cross functionally with other Bonterra teams, including Product, Professional Services, Development, and Sales.

What You’ll Do

• Become an expert in each clients’ use of our Strategic Philanthropy software, including any customizations and add-ons
• Respond to client calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc.)
• Develop and cultivate strong relationships with contacts at all levels of the customer organization
• Provide ad-hoc coaching and training on Bonterra’s Strategic Philanthropy software best practices, as well as access to product documentation and training
• Diagnose and escalate issues as needed to ensure proper and timely resolution
• Meet regularly with customers via Zoom (weekly, bi-weekly or monthly) to review open cases and issues
• Document all client interactions and time spent in our tracking system as required—the Advanced Support Consultant will be held accountable for a utilization target

Responsibilities & Requirements

• 3-5 years of experience in a technical support/client management role in a SaaS or high-tech environment
• Possess a good working knowledge of relational databases (SQL preferred)
• Utilized Jira/Confluence, ZenDesk, or alternate ticketing tool
• 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

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US Base Salary Range: $56,300 – $90,000