Senior Advanced Support Consultant

October 8

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Bonterra

WebsiteLinkedInAll Job Openings

1001 - 5000

Description

•Provide superior reactive and proactive support for customers who purchased advanced support packages •Monitor the health of client relationships with the Strategic Philanthropy software •Support clients to troubleshoot technical issues and identify program gaps •Assist with standard configuration changes •Work cross-functionally with other Bonterra teams including Product, Professional Services, Development, and Sales •Become an expert in the clients’ use of Strategic Philanthropy software •Respond to client calls and emails to resolve complex and unique problems in a timely manner •Develop and cultivate strong relationships with customer organization contacts •Provide coaching and training on best practices and access to product documentation •Diagnose and escalate issues ensuring proper resolution •Meet with customers regularly to review cases and issues •Document all client interactions and time spent in tracking system

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