[Remote] Senior Advanced Support Consultant at Bonterra

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

5-8 years of applicable work experience in a SaaS or other high-tech environment
Familiarity with SCRUM, KANBAN, PMP, or CSM a plus
Passion for customer service, and proven ability to collaborate and build strong relationships with clients
Thorough in nature - excellent attention to detail
Proven ability to engage across corporate functions (Professional Services, Product Management, Development, Contact Center, etc)
Excellent verbal and written communication skills
Adept at multi-tasking with success and confidence
Ability to work independently with speed, accuracy, and quality
Desire to wear many hats and juggle many balls, in an extremely fast-paced environment
Fast learning and self-motivated with the ability to work independently, but for the betterment of the team
Ability to work in a dynamic, fast-paced environment with multiple priorities and deadlines
Experience with email support, contact center, payment processing, and transaction management is a plus

Responsibilities

Receive all incoming requests from CyberGrants product’s largest clients
Assist with resolution on a variety of questions/technical issues
Organize internal resources to gain information/answers on remaining items
Track all incoming issues with a high attention to detail
Provide updated information to assigned clients on a daily or weekly basis
Maintain client viewing Action Item Registrars, to provide visibility of all open items with current status
Provide first tier of support for all questions/inquiries
Complete configuration changes as necessary
Provide basic training where possible
Prioritize issues with client’s input, so that items can be addressed per their needed priority
Assist with development to assign prioritization for customizations and/or enhancements
Provide the client updates as progress is made
Direct support of all day-to-day operational activities
Email Support
Contact Center Escalation Support
Payment Processing & Follow-Up
Transaction Management
Generation & Validation of scheduled & ad hoc report requests
Other duties as assigned

Skills

Bonterra

Technology solutions for social impact organizations

About Bonterra

Bonterra provides technology solutions aimed at helping organizations focused on social good, such as nonprofits and public sector entities, operate more efficiently. Their products include software for managing donations, tracking impact, and coordinating volunteer efforts, which streamline operations and enhance fundraising capabilities. Bonterra stands out from competitors by specifically targeting the social impact sector and aligning its success with that of its clients through a business model based on subscription fees and transaction fees on donations. The company's goal is to empower organizations to maximize their efforts in creating positive social change, as evidenced by their impact of facilitating $7.4 billion in donations to 225,000 nonprofits in 2021.

Austin, TexasHeadquarters

2023Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Social ImpactIndustries

1,001-5,000Employees

Benefits

Generous Flexible Time Off

Paid Holidays

Paid Volunteer Time

Paid Parental Leave

Paid Sick Leave

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance

Resources for savings and investments

Opportunities to learn, develop, network, and connect

Risks

Competition from established players like Blackbaud and Salesforce.org is intense.

Potential integration challenges from recent acquisitions could disrupt operations.

Dependence on partnerships like iWave may pose risks if synergies aren't realized.

Differentiation

Bonterra offers a comprehensive suite of tools for nonprofits and social good organizations.

The company focuses on empowering social impact initiatives with advanced technology solutions.

Bonterra's acquisition of DonorDrive enhances its digital fundraising capabilities.

Upsides

Growing demand for digital transformation in nonprofits boosts Bonterra's market potential.

Integration of AI in fundraising software enhances donor engagement and campaign effectiveness.

Bonterra's expansion into employee engagement solutions broadens its market reach.

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