Customer Support Specialist

Merx Tendering Services

86d • Remote

About The Position

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.

Requirements

• 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.
• 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.

Responsibilities

• 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.

Benefits

• Inclusive and equitable workplace.
• Equal opportunity employer.
• Work environment free from discrimination and harassment.
• Commitment to ensuring pay equity across the organization.

What This Job Offers