Advanced Support Consultant II

Job Description:

• Become an expert in each customers’ business areas, industry verticals, and use of ETO or Apricot software, including any customizations and add-ons.
• Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner.
• Provide ad-hoc coaching and training on ETO or Apricot best practices, as well as access to product documentation and formal training.
• Diagnose and escalate issues as needed to ensure proper and timely resolution.
• Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap.
• Meet regularly with customers via phone to review open cases, ongoing initiatives, and platform needs.
• Develop and cultivate strong relationships with contacts at multiple levels of the customer organization.
• Document all client interactions and time spent in our tracking system as required.
• Support internal team growth through mentorship, collaboration, and knowledge sharing across the ASC team.
• Review and document new platform features and present learnings to the team to support cross-team proficiency building.

Requirements:

• 4+ years of professional experience in relevant industry such as technical support, consulting, or customer success.
• 2+ years of experience with ETO or Apricot software preferred.
• 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.
• Working knowledge of nonprofit or public sector client verticals such as Workforce, Education, Reentry, HMIS, MIECHV, or similar industries.

Benefits:

• Comprehensive benefits package including health, well-being, and growth
• Bonuses, incentives, equity, and a comprehensive benefits program

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