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Role Description

This role exists because resolving issues with precision and care is central to how SOVRA retains and grows its customer base.

• 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.

Qualifications

• Customer support track record—at least 12–18 months of experience in a call center, help desk, or Level 1 application support environment.
• Clear, confident communication—ability to write and speak in a way that makes customers feel understood.
• Strong analytical and problem-solving instincts—ability to figure out why problems happen and whether they are likely to recur.
• Attention to detail that holds under pressure—accuracy does not slip during busy times.
• Self-direction and follow-through—ownership of work end-to-end.
• Priority management—ability to hold multiple open issues and know which ones need to move first.
• US work authorization—legally authorized to work in the United States.
• State eligibility—physically located in one of the specified states.

Requirements

• SaaS or eProcurement experience—supporting customers using a software platform, ideally in the public sector or government tech space.
• CRM familiarity—experience working in a CRM and understanding the importance of clean data.
• Process documentation experience—writing a procedure or training guide that was used by others.

Company Description

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America.