Customer Support Specialist (East Coast region)

Location: USA, East Coast region—Work from home #LI-Remote

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 work sits at the intersection of technology, public service, and accountability, helping governments operate more efficiently and transparently on behalf of the communities they serve.

What makes SOVRA unique is our deep focus on the public sector. Our solutions are purpose-built to solve real, complex procurement challenges, balancing compliance with usability and innovation. That commitment has been recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute, reflecting our high standards and impact in the market.

At SOVRA, the work you do matters. Every improvement we make helps public organizations stretch taxpayer dollars further, operate with greater transparency, and deliver better outcomes for millions of people. We’re a growing, mission-driven company where smart, curious people come together to build technology that serves the public good.

Learn more at sovra.com.

What will your main responsibilities look like?

In this role, you will be led to:                                       

• Analyze and resolve tickets based on the service level and escalate issues when required.
• Plan/coordinate and follow through with requests in collaboration with internal teams (sales, analysis, development, support, etc.).
• Monitor and manage the Client Service queue and program-specific inboxes.
• Identify possible improvements to processes and applications to team members.
• Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction.
• Responsible for delivering results promptly.
• Maintain client information in the CRM.
• Perform regular environmental testing.

What elements of your professional background will be necessary and useful in this role?

• Strong analytical and problem-solving skills.
• Ability to multi-task and work under pressure in a dynamic and fast-paced environment.
• Strong attention to detail.
• Focus on customer satisfaction while keeping business context in perspective.
• Dynamic and proactive/demonstrates initiative.
• Excellent organizational skills, including a good sense of priority management, can easily adapt to change.
• Excellent interpersonal and communication skills, internally and with clients, are required.
• Strong technical background including abilities to read code language.
• 12 to 18 months in a call center and/or application support level 1.
• Experience in customer support, within a SaaS company or more specifically in the eprocurement sector is an asset.
• All equivalent education and experience combinations will be considered.
• The schedule is 8:30 to 5:00 (Eastern time).
• Required: Authorized to work in the US—unfortunately we are not able to sponsor work visas or transfers at this time.

Thank you for your interest in SOVRA. However, only selected candidates will be contacted.

At SOVRA, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.

International Data Base Corp doing business under SOVRA^tm participates in E-Verify. If selected for employment, you will be required to provide your Form I-9 information to confirm that you are authorized to work in the United States.

International Data Base Corp, que opera bajo el nombre comercial SOVRA^tm, participa en E-Verify. Si es seleccionado para el empleo, se le solicitará que proporcione la información de su Formulario I-9 para confirmar que está autorizado a trabajar en los Estados Unidos.