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. It offers comprehensive, end-to-end solutions tailored for the public sector and is a division of mdf commerce.
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.

ABOUT THE JOB

Working in the GovTech sector for our new brand SOVRA, we are currently looking for an Advanced Technical Support Specialist to join our SOVRA Contract support team.
This work from home position is based in the United States to support our US-based clients. Preference will be given to US-based candidates located in the western part of the United States to better align with our clients’ time zones.

WHAT WILL YOUR MAIN RESPONSIBILITIES LOOK LIKE?

Client onboarding

• SaaS application creation (SOVRA Contract Management instances) as per established procedures
• Assist clients with the configuration of their integrations
• Import client data into newly created applications

Client support

• Work directly with customers (both internal and external) to troubleshoot and resolve complex issues within published SLAs and escalate issues when needed.
• Ensure proper tracking and updating of issues or changes using Jira (and customer action registries where applicable) and managing both issues and expectations through to resolution.
• Inform customers of ticket status, new products, releases and product upgrades news.
• 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.
• Working with assigned Account Manager, Development Management and Support Management, negotiate requests and delivery time frames with the customer.

• Upgrade client instances when needed and assist or train clients with the configuration of their instances when requested.Participate in 24/7 on call rotation (paid on call premium while on call).

WHAT ELEMENTS OF YOUR PROFESSIONAL BACKGROUND WILL BE NECESSARY AND USEFUL IN THIS ROLE?

• Technology degree combined with two (2) years of experience in a technical support environment.
• A bachelor’s degree in information technology or related field would be preferred.
• Five (5) years of experience working in a customer support or equivalent role.
• Knowledge of document collaboration tools and eSignature integration
• Knowledge of API’s such as SOAP or REST
• Knowledge of Linux and the ability to review application logs
• Required: Authorized to work in Canada or the US – unfortunately we are not able to sponsor work visas or transfers at this time.
• Required: Must be physically located in one of the following Canada’s provinces or USA states: Quebec, Ontario, Alberta, AL, AZ, AR, CA, CO, DE, FL, GA, KS, MD, MA, MI, MT, NV, NJ, NY, OR, PA, SC, TN, TX, UT.