Customer Support Specialist

Location:

USA or Canada Remote #LI-Remote

Working Hours:

12-8 PM ET

About SOVRA

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. Our purpose-built tools help public agencies operate with greater efficiency, compliance, and transparency — so every tax dollar goes further. Learn more at

About the Opportunity

SOVRA serves thousands of government agencies who depend on our platform to keep procurement running smoothly. When an agency or supplier runs into a problem, they need someone who can diagnose it quickly, communicate clearly, and make sure nothing falls through the cracks. This role exists because that experience — resolving issues with precision and care — is central to how SOVRA retains and grows its customer base.

This is a hands-on support role with real variety. On any given day you might be triaging an urgent ticket, looping in a product team to flag a recurring issue, or updating a process doc to prevent the same problem next week. If you take genuine satisfaction in helping people solve problems and you like working with a team that cares about getting things right, this is a role where that shows up every day.

What You'll Do

Resolve Tickets and Manage the Queue

• Triage and resolve customer tickets based on service level agreements, escalating promptly when a situation requires it.
• Monitor the client service queue and program-specific in boxes so nothing sits unaddressed.
• Deliver timely, accurate responses that leave customers feeling heard and confident the issue is handled.

Collaborate Across Teams

• Coordinate with internal teams— sales, product, analysis, and development — to work through requests that require more than one hand.
• Serve as the connective tissue between customers reporting problems and the teams best positioned to fix them.

Improve What Isn't Working

• Identify patterns in recurring issues and surface them to the right people with enough context to act.
• Document and maintain processes, procedures, and training materials so the team gets sharper over time, not just busier.

Keep Customer Data Clean

• Maintain accurate client records in the CRM, ensuring the information the broader team relies on stays current and trustworthy.

What You'll Bring

Required

• Customer support track record—you have at least 12–18 months of experience in a call center, help desk, or Level 1 application support environment. You know what a good queue looks like and how to keep it that way.
• Bilingual in French and English—you communicate fluently in both languages.
• Clear, confident communication —you write and speak in a way that makes customers feel understood, even when the answer is complicated or the news isn't great. This applies internally too.
• Strong analytical and problem-solving instincts —you don't just close tickets; you figure out why the problem happened and whether it's likely to happen again.
• Attention to detail that holds under pressure —when things get busy, your accuracy doesn't slip. You catch things before they become bigger problems.
• Self-direction and follow-through —you own your work end-to-end. When something falls in your lap, it gets done — not passed around.
• Priority management —you can hold multiple open issues at once, know which ones need to move first, and shift when something urgent comes in.
• US work authorization —you must be legally authorized to work in the United States. We are not able to sponsor work visas at this time.
• State eligibility —you must be physically located in one of the following states: AL, AZ, AR, CO, DE, FL, GA, KS, MD, MA, MI, MT, NV, NJ, OR, PA, SC, TN, TX, UT, CA, or NY.

Nice to Have

• SaaS or eProcurement experience —you've supported customers using a software platform, ideally in the public sector or government tech space.
• CRM familiarity —you've worked in a CRM before and understand why clean data matters.
• Process documentation experience —you've written a procedure or a training guide that someone else actually used.

What Success Looks Like

• 90 days:
  You're handling the queue independently, escalating with good judgment, and customers are getting consistent, timely responses. Your…