[Remote] Customer Support Specialist (Contract)

Note: The job is a remote job and is open to candidates in USA. SOVRA is a leading public procurement platform trusted by government agencies across North America. The Customer Support Specialist role involves diagnosing and resolving issues for customers, ensuring smooth procurement operations, and collaborating with internal teams to improve processes.ResponsibilitiesTriage and resolve customer tickets based on service level agreements, escalating promptly when a situation requires itMonitor the client service queue and program-specific in boxes so nothing sits unaddressedDeliver timely, accurate responses that leave customers feeling heard and confident the issue is handledCoordinate with internal teams— sales, product, analysis, and development — to work through requests that require more than one handServe as the connective tissue between customers reporting problems and the teams best positioned to fix themIdentify patterns in recurring issues and surface them to the right people with enough context to actDocument and maintain processes, procedures, and training materials so the team gets sharper over time, not just busierMaintain accurate client records in the CRM, ensuring the information the broader team relies on stays current and trustworthySkillsFull-time availability for the next 12-18 monthsCustomer support track record—you have at least 12–18 months of experience in a call center, help desk, or Level 1 application support environment. You know what a good queue looks like and how to keep it that wayBilingual in French and English—you communicate fluently in both languagesClear, confident communication —you write and speak in a way that makes customers feel understood, even when the answer is complicated or the news isn't great. This applies internally tooStrong analytical and problem-solving instincts —you don't just close tickets; you figure out why the problem happened and whether it's likely to happen againAttention to detail that holds under pressure —when things get busy, your accuracy doesn't slip. You catch things before they become bigger problemsSelf-direction and follow-through —you own your work end-to-end. When something falls in your lap, it gets done — not passed aroundPriority management —you can hold multiple open issues at once, know which ones need to move first, and shift when something urgent comes inUS or Canadian work authorization —you must be legally authorized to work in the United States or Canada. We are not able to sponsor work visas at this timeState eligibility —you must be physically located in one of the following states: AL, AZ, AR, CO, DE, FL, GA, KS, MD, MA, MI, MT, NV, NJ, OR, PA, SC, TN, TX, UT, CA, or NYSaaS or eProcurement experience —you've supported customers using a software platform, ideally in the public sector or government tech spaceCRM familiarity —you've worked in a CRM before and understand why clean data mattersProcess documentation experience —you've written a procedure or a training guide that someone else actually usedCompany OverviewSOVRA is a public-sector procurement platform that helps government agencies, schools, and institutions. It was founded in 1996, and is headquartered in Latham, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.sovra.com.