Advanced Support Consultant I

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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 customers who are considered Apricot Essentials and/or Core Clients, as well as clients who have purchased ETO/Penelope Silver or Gold Packages. 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 SSG 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 ETO, Apricot, and/or Penelope 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 ETO/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


Bonterra is the preeminent provider of Non-Profit Performance Management Software. Thousands of non-profits throughout the US and Canada are using our product, Apricot Software, so that they can generate reports to secure funding and of equal importance, make informed decisions in an effort to maximize program effectiveness. The Customer Support department is seeking an intelligent, energetic, creative, and motivated Customer Support Specialist.
Requirements

  • 2+ years of professional experience in relevant industry such as technical support or customer success
  • 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 and an infectious smile


Preferred Skills

  • Experience with ETO and/or Apricot software
  • 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


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: $44,000 - 48,000
Please note that the compensation range specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
Our Culture:
Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:

  • Generous Flexible Time Off (FTO) Policy
  • Equity for ALL regular, full-time employees from individual contributors to management - share in our success!
  • 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


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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • TrustRadiusAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • SmartsheetManagement
    • WordpressCMS
    • ZapierCMS
    • SalesforceCRM
    • DrawloopCRM
    • TenfoldCRM
    • DocuSignCRM
    • OutreachCRM
    • MarketoLead Gen
    • BizibleLead Gen
    • TableauLead Gen

Location

Colorado, CO

What are DO NOT USE - Bonterra Perks + Benefits

Culture
Volunteer in local community
Receive up to 8 paid hours per quarter to volunteer with a non-profit organization of your choice.
Partners with nonprofits
Open door policy
Open office floor plan
Flexible work schedule
Bonterra employees are encouraged to work with their manager to establish a schedule that works both for them and for the business.
Remote work program
All employees will work from home will be until June 1st, 2021. Optional/reservable work from office is available.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Dependent Care FSA allows you to set aside up to $5,000 per plan year to cover expenses such as day care, after-school programs, and mroe so you and your spouse can work or go to school.
Disability insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Dental insurance
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Vision insurance
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Health insurance
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Life insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Pet insurance
Wellness programs
Our Wise and Well program offers monthly events incorporating physical, intellectual, emotion, financial and social well-being – like chair massages, financial planning workshops, and happy hours.
Mental health benefits
Financial & Retirement
401(K)
We offer a 401K match to help our employees invest in their future retirement.
401(K) matching
Social Solutions' 401(K) retirement plan matches 50% of an employee's contributions up to 3% of their annual base salary.
Performance bonus
Many individual contributor roles at Social Solutions are eligible for an annual performance bonus. Bonuses are based on a percentage of the employee's salary and are paid during performance reviews.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We recognize the importance of bonding with a new baby, so new parents receive paid off for both birthing and non-birthing leave.
Family medical leave
Bonterra will provide up to 12 weeks of unpaid, job protected leave to eligible employees for a variety of reasons.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Bonterra provides each employee with 8 hours of paid volunteer time per quarter. Employees are encouraged to volunteer with an organization of their choice.
Paid holidays
Paid sick days
Bonterra employees are able to take paid sick days as a part of our Flexible PTO policy.
Office Perks
Company-sponsored outings
Bonterra has an annual summer party and a holiday party for all employees and a guest. Past parties have included a casino night, a shrimp boil, and of course eating BBQ.
Company-sponsored happy hours
We work hard and we play hard. Bonterra hosts happy hours once per month either in our office break room or at a local bar.
Onsite office parking
We recognize that Austin isn't known for it's public transportation, so we have on-site parking for all employees.
Recreational clubs
Bonterra offers a variety of groups for employees to join that range from sports leagues to breakfast clubs and book clubs.
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
We offer a 2-Day New Hire Orientation, monthly professional development training, a High Potential program that accelerates growth of our top talent, and the LEAD program which is offered to managers.
Tuition reimbursement
Bonterra offers $1,500 per year toward role related graduate and undergraduate programs or $500 per year for continued education courses.
Promote from within
Continuing education stipend

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