Bonterra
AdvancedSupportConsultantII
“Advanced Support Consultant II at Bonterra. Skills: Technical support, Customer success, SAP Business Objects Reporting, SQL. Become expert in customer business areas. Respond to customer calls and emails”
What You'll Achieve.
adhering to a clearly defined statement of work; meeting established levels of service including initial response time, time to close, etc.; held accountable for a utilization target
Industry & Context.
Problem solving skills with technical agility and creativity; desire to solve problems independently
Occasional onsite meetings with customers may be required
What They're Looking For.
Must Have
4+ years of professional experience in relevant industry such as technical support, consulting, or customer success, Proficient in SAP Business Objects Reporting, 1+ years of experience using SQL, 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, Experience utilizing Jira/Confluence, Intercom, and Salesforce/Financial Force, Experience managing multiple client priorities and projects simultaneously, Ability to maintain mid-to-high complexity client relationships and support packages, Working knowledge of nonprofit or public sector client verticals such as Workforce, Education, Reentry, HMIS, MIECHV, or similar industries
Nice to Have
2+ years of experience with ETO or Apricot software preferred, Able to maintain Apricot Essentials, Core, and 360 clients or ETO/Penelope Platinum or Diamond packages, Basic and practical knowledge regarding ETO Alerts, Workflows, Barcodes and Scanners, and Connect add-ons, Advanced knowledge of Business Objects (SAP) Results Writing including: Theoretical and practical SAP Results knowledge regarding table and cell formatting. Theoretical and practical SAP Results knowledge regarding data analysis and interpretation., Experience mentoring or supporting newer team members through training and collaboration, Project management experience supporting enterprise or state-level clients
What You'll Do.
Become expert in customer business areas
Respond to customer calls and emails
Resolve complex and unique problems
Provide ad-hoc coaching and training
Diagnose and escalate issues
Interface with Account Manager and Client Success Manager
Meet regularly with customers
Develop and cultivate relationships
Document all client interactions
Support internal team growth
Review and document new platform features
How You'll Work.
Team & Collaboration
Works cross functionally with other Bonterra teams; Support internal team growth through mentorship, collaboration, and knowledge sharing; Present learnings to the team
Communication Scope
Outstanding communication and analytical skills
Process & Methodology
Experience managing multiple client priorities and projects simultaneously, Project management experience supporting enterprise or state-level clients
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