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.

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.

Advanced Support Consultant II

Key skills