[Hiring] Customer Support Specialist @MDF Commerce Inc.

Role Description

SOVRA serves thousands of government agencies who depend on our platform to keep procurement running smoothly. When an agency or supplier runs into a problem, they need someone who can diagnose it quickly, communicate clearly, and make sure nothing falls through the cracks. This role exists because that experience — resolving issues with precision and care — is central to how SOVRA retains and grows its customer base.

This is a hands-on support role with real variety. On any given day you might be triaging an urgent ticket, looping in a product team to flag a recurring issue, or updating a process doc to prevent the same problem next week. If you take genuine satisfaction in helping people solve problems and you like working with a team that cares about getting things right, this is a role where that shows up every day.

What You'll Do

• 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

• Full-time availability for the next 12-18 months.
• Customer support track record—at least 12–18 months of experience in a call center, help desk, or Level 1 application support environment.
• Bilingual in French and English—communicate fluently in both languages.
• Clear, confident communication—write and speak in a way that makes customers feel understood.
• Strong analytical and problem-solving instincts—figure out why the problem happened and whether it's likely to happen again.
• Attention to detail that holds under pressure—accuracy doesn't slip when things get busy.
• Self-direction and follow-through—own your work end-to-end.
• Priority management—hold multiple open issues at once and know which ones need to move first.
• US or Canadian work authorization—legally authorized to work in the United States or Canada.
• State eligibility—physically located in one of the specified states.

Nice to Have

• SaaS or eProcurement experience—supported customers using a software platform, ideally in the public sector or government tech space.
• CRM familiarity—worked in a CRM before and understand why clean data matters.
• Process documentation experience—written a procedure or a training guide that someone else actually used.

What Success Looks Like

• 90 days: Handling the queue independently, escalating with good judgment, and customers are getting consistent, timely responses.
• 6 months: Identified at least one recurring issue and proposed — or helped implement — a fix.
• 12 months: A reliable, trusted voice on the support team, actively contributing to making the support function smarter and more efficient.