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Bonterra
We help the people who make social good possible drive more impact for more people, in less time.
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Tier 1 Technical Support Specialist

Sorry, this job was removed at 9:35 p.m. (CST) on Tuesday, July 11, 2017
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Do you get joy out of helping people? Are you detail-oriented and organized? Are you known for known for your strong communication skills and your ability to multi-task? If so, keep reading!

What You’ll Do

  • Achieve proficiency with Apricot software functionality
  • Build and maintain solid customer relationships by providing superior customer support via email, chat and telephone
  • Respond to customer questions and concerns with speed, accuracy and professionalism
  • Assist in the development and maintenance of documentation for the help manual, knowledge base and online community
  • Troubleshoot and log defects 
  • Record all customer interactions in Salesforce
  • Work collaboratively to build and maintain productive working relationships with Customer Support team members and across other departments to make sure customer needs are met and inquiries are resolved
 Skills & Requirements
  • 1+ years of Customer Service or related experience, a strong passion for making customers happy!
  • Good understanding and experience using MS Office Suite
  • Experience with Salesforce and Five9 a plus, but not required

Why We’re Awesome

Fun Fact: The customer support team loves funny hats. At the 2017 team kickoff, the entire team received rainbow squid hats (seriously, check them out on our Instagram)!

At Social Solutions, we’re mission focused and results oriented! We’re a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Social Solutions’ software (SaaS) helps some of the most vulnerable human beings in our society. Our software for Nonprofits allows them to spend less time on compliance and more time on ensuring the effectiveness of their service programs for the people who rely on them. Since our software was designed by direct service works for direct service providers, it also helps them to demonstrate impact to stakeholders.

What You’ll Get

  • Amazing coworkers
  • 100% employer paid benefits for employees
  • 8 hours per quarter of volunteer time
  • Company sponsored events and happy hours
  • Career advancement opportunities
  • That’s not all, folks! 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.


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    John Manganaro
    Chief Product Officer
    A COMMUNITY APPROACH
    Shaping the product journey together
    In a word, the work John Manganaro and his team does is meaningful. “We validate our clients’ experiences as they navigate the world of social good,” he said. “We are focused on what we need to build to empower their success.” That’s why when the product team rolls out an update, it’s a reflection of real client feedback. Recently, Manganaro’s team has focused on building connections between their clients to enable a community-based approach to doing social good. It’s a strategy that creates opportunities for team members to shape the product journey alongside our customers.
    In a word, the work John Manganaro and his team does is meaningful. “We validate our clients’ experiences as they navigate the world of social good,” he said. “We are focused on what we need to build to empower their success.” That’s why when the product team rolls out an update, it’s a reflection of real client feedback. Recently, Manganaro’s team has focused on building connections between their clients to enable a community-based approach to doing social good. It’s a strategy that creates opportunities for team members to shape the product journey alongside our customers.
    We want our team members to produce their own ideas from qualitative and quantitative data, interact directly with clients and help inform our roadmap priorities based on their opinions.

    What are Bonterra Perks + Benefits

    Culture
    Volunteer in local community
    Receive up to 8 paid hours per quarter to volunteer with a non-profit organization of your choice.
    Partners with nonprofits
    Open door policy
    Open office floor plan
    Flexible work schedule
    Bonterra employees are encouraged to work with their manager to establish a schedule that works both for them and for the business.
    Remote work program
    All employees will work from home will be until June 1st, 2021. Optional/reservable work from office is available.
    Diversity
    Dedicated diversity and inclusion staff
    Highly diverse management team
    Mandated unconscious bias training
    Diversity employee resource groups
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    The Dependent Care FSA allows you to set aside up to $5,000 per plan year to cover expenses such as day care, after-school programs, and mroe so you and your spouse can work or go to school.
    Disability insurance
    Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
    Dental insurance
    We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
    Vision insurance
    We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
    Health insurance
    We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
    Life insurance
    Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
    Pet insurance
    Wellness programs
    Our Wise and Well program offers monthly events incorporating physical, intellectual, emotion, financial and social well-being – like chair massages, financial planning workshops, and happy hours.
    Mental health benefits
    Financial & Retirement
    401(K)
    We offer a 401K match to help our employees invest in their future retirement.
    401(K) matching
    Social Solutions' 401(K) retirement plan matches 50% of an employee's contributions up to 3% of their annual base salary.
    Performance bonus
    Many individual contributor roles at Social Solutions are eligible for an annual performance bonus. Bonuses are based on a percentage of the employee's salary and are paid during performance reviews.
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Generous parental leave
    We recognize the importance of bonding with a new baby, so new parents receive paid off for both birthing and non-birthing leave.
    Family medical leave
    Bonterra will provide up to 12 weeks of unpaid, job protected leave to eligible employees for a variety of reasons.
    Vacation & Time Off Benefits
    Unlimited vacation policy
    To enhance our work hard, play hard culture we offer a Flexible PTO policy which means that employees are able to take as many days off as they need, provided they have pre-approval from their manager
    Paid volunteer time
    Bonterra provides each employee with 8 hours of paid volunteer time per quarter. Employees are encouraged to volunteer with an organization of their choice.
    Paid holidays
    Social Solutions offers all employees 9 paid holidays.
    Paid sick days
    Bonterra employees are able to take paid sick days as a part of our Flexible PTO policy.
    Office Perks
    Company-sponsored outings
    Bonterra has an annual summer party and a holiday party for all employees and a guest. Past parties have included a casino night, a shrimp boil, and of course eating BBQ.
    Company-sponsored happy hours
    We work hard and we play hard. Bonterra hosts happy hours once per month either in our office break room or at a local bar.
    Onsite office parking
    We recognize that Austin isn't known for it's public transportation, so we have on-site parking for all employees.
    Recreational clubs
    Bonterra offers a variety of groups for employees to join that range from sports leagues to breakfast clubs and book clubs.
    Home-office stipend for remote employees
    Onsite gym
    Our building, Braker Point, is currently building an onsite gym.
    Professional Development Benefits
    Job training & conferences
    We offer a 2-Day New Hire Orientation, monthly professional development training, a High Potential program that accelerates growth of our top talent, and the LEAD program which is offered to managers.
    Tuition reimbursement
    Bonterra offers $1,500 per year toward role related graduate and undergraduate programs or $500 per year for continued education courses.
    Promote from within
    Continuing education stipend
    View full list of perks + benefits

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