What are the responsibilities and job description for the Customer Support Specialist (Western region) position at MDF Commerce Inc.?
Location: USA, Western region—Work from home #LI-Remote
About SOVRA
SOVRA is a leading public procurement platform serving over 7,000 government agencies and connecting them with more than 1 million suppliers across North America. SOVRA offers comprehensive, end-to-end solutions tailored for the public sector.
SOVRA’s solutions are purpose-built to address the unique challenges of public procurement, ensuring compliance, enhancing efficiency, and promoting transparency. Our commitment to innovation has been recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute, affirming our platform’s adherence to the highest standards in efficiency and vendor accessibility.
By leveraging SOVRA’s advanced tools and expansive supplier network, public agencies can optimize every tax dollar spent, drive better procurement outcomes, and deliver exceptional services to their communities. You can find more info about SOVRA 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 9:30 to 6:00 (Mountain 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.
SOVRA, through its wholly owned subsidiary International Data Base Corp., doing business as BidNet, 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.
SOVRA, a través de su subsidiaria de propiedad total International Data Base Corp., que opera bajo el nombre comercial BidNet), participa en E-Verify. Si es seleccionado para empleo, se le solicitará proporcionar la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los Estados Unidos.