Note: The job is a remote job and is open to candidates in USA. SOVRA is a public procurement platform serving government agencies and suppliers across North America. The Customer Support Specialist will resolve customer tickets, manage support queues, collaborate with sales, product, analysis, development, and QA teams, and improve processes through issue analysis and documentation.
Responsibilities
- 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 inboxes so nothing sits unaddressed
- Deliver timely, accurate responses that leave customers feeling heard and confident the issue is handled
- 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
- Support deployment activities by partnering with the QA and development teams for in-production smoke testing when product updates are released
- 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
- Host internal and external meetings to discuss how to use product features and work through technical challenges that arise on the customer's end
Skills
- Customer support track record — you have approximately 1 year 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
- 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
- The schedule for this role is 9am till 5:30pm Eastern
- SaaS or eProcurement experience — you've supported customers using a software platform, ideally in the public sector or government tech space
- Process documentation experience — you've written a procedure or a training guide that someone else actually used
Company Overview