Advanced Support Consultant II

Bonterra

. Provide reactive and proactive support for customers with enhanced, premium, or top-tier paid support packages .

Posted 10/2/2026full-timeRemote • United StatesMid-LevelSenior💰 $58,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ETO and Apricot software, providing high-level customer support and training while managing complex client relationships. Proficient in SAP Business Objects Reporting and Tableau, with strong problem-solving and communication skills.

Highest-signal resume keywords

ETO Software ExpertiseApricot Software ProficiencySAP Business Objects ReportingTableau ExperienceClient Relationship Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SAP Business Objects Results WritingData Analysis and InterpretationProject ManagementTechnical SupportReporting Tool Proficiency

Soft Skills

Outstanding Communication SkillsAnalytical SkillsProblem-Solving SkillsDetail-OrientedOrganizational Skills

Tools & Technologies

ConfluenceSalesforce/CertiniaMonday.comZoomPower BI

Industry Keywords

Nonprofit SectorPublic SectorWorkforce DevelopmentEducationHMIS

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Provide reactive and proactive support for customers with enhanced, premium, or top-tier paid support packages
Adhere to customer-specific statements of work
Become an expert in customers’ business areas, industry verticals, and use of ETO or Apricot software, including customizations and add-ons
Respond to customer calls and emails to resolve complex and unique problems within established service levels
Provide ad-hoc coaching and training on ETO or Apricot best practices, product documentation, and formal training
Diagnose and escalate issues for proper and timely resolution
Coordinate with Account Executives and Client Success Managers to deliver high-level customer service
Meet regularly with customers via Zoom and email to review open cases, ongoing initiatives, and platform needs
Develop relationships with contacts at multiple levels of customer organizations
Document client interactions and time spent in the tracking system and meet utilization targets
Support internal team growth through mentorship, collaboration, and knowledge sharing
Review and document new platform features and present learnings to the team

Requirements

What you’ll need

4+ years of professional experience in a relevant industry such as technical support, consulting, or customer success
2+ years of experience with ETO or Apricot software preferred
Proficiency in SAP Business Objects Reporting or a related reporting tool such as Power BI
Outstanding communication and analytical skills
Problem-solving skills with technical agility and creativity
Interest in technology and ability to solve problems independently
Detail-oriented and well organized
Experience with Confluence, Salesforce/Certinia, and Monday.com
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, or MIECHV
1+ year of Tableau experience highly preferred
Ability to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages
Advanced knowledge of SAP Business Objects Results Writing, including table and cell formatting
Knowledge of SAP Results data analysis and interpretation
Experience mentoring or supporting newer team members through training and collaboration
Project management experience supporting enterprise or state-level clients
Must not require current or future sponsorship for employment authorization

Benefits

Comp & perks

Comprehensive benefits package supporting health, well-being, and growth
Potential bonuses, incentives, and equity as part of the total rewards package
Equal employment opportunity and reasonable accommodation during the application process