Advanced Support Consultant II

This is a fully remote position, open to applicants in Illinois, +5 more states.

📋 Description

• Deliver both reactive and proactive assistance for clients utilizing enhanced, premium, or top-tier paid support packages.

• Comply with customer-specific statements of work.

• Gain expertise in clients’ business sectors, industry verticals, and their use of ETO or Apricot software, including any customizations and add-ons.

• Address customer inquiries via phone and email to resolve intricate and distinctive issues within established service levels.

• Provide ad-hoc coaching and training on ETO or Apricot best practices, product documentation, and structured training sessions.

• Identify and escalate issues for appropriate and timely resolution.

• Collaborate with Account Executives and Client Success Managers to ensure exceptional customer service.

• Conduct regular meetings with customers through Zoom and email to discuss open cases, ongoing projects, and platform requirements.

• Build relationships with contacts across various levels of customer organizations.

• Record client interactions and time spent in the tracking system while achieving utilization targets.

• Foster internal team development through mentorship, collaboration, and knowledge sharing.

• Analyze and document new platform features and share insights with the team.

⛳️ Requirements

• Over 4 years of professional experience in a relevant field like technical support, consulting, or customer success.

• A minimum of 2 years of experience with ETO or Apricot software is preferred.

• Proficient in SAP Business Objects Reporting or a similar reporting tool such as Power BI.

• Exceptional communication and analytical abilities.

• Strong problem-solving skills with technical dexterity and creativity.

• A keen interest in technology and the capability to resolve issues independently.

• Detail-oriented with strong organizational skills.

• Familiarity with Confluence, Salesforce/Certinia, and Monday.com.

• Experience in managing multiple client priorities and projects concurrently.

• Ability to maintain mid-to-high complexity client relationships and support packages.

• Working knowledge of nonprofit or public sector client verticals including Workforce, Education, Reentry, HMIS, or MIECHV.

• Over 1 year of Tableau experience is highly preferred.

• Capability to maintain Apricot Essentials, Pro, and Enterprise clients or ETO/Penelope Platinum or Diamond packages.

• Advanced understanding of SAP Business Objects Results Writing, including table and cell formatting.

• Familiarity with SAP Results data analysis and interpretation.

• Experience in 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

• Comprehensive benefits package that supports health, well-being, and personal growth.

• Opportunities for bonuses, incentives, and equity as part of the overall rewards package.

• Commitment to equal employment opportunity and provision of reasonable accommodation during the application process.