Advanced Support Consultant

6 days ago

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🤝 Non-profit

🌍 Social Impact

Description

• Become an expert in each clients’ use of Bonterra's CSR 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 CSR 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

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

Benefits

• 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