Customer Support Specialist

SOVRA; Canada; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading public procurement platform is seeking a Customer Support Specialist to provide excellent service to clients. The ideal candidate will have strong analytical and problem-solving skills, with 12 to 18 months of experience in customer support. This entry-level full-time role focuses on resolving client inquiries and improving service processes. Candidates must be authorized to work in Canada.

Qualifications

• 12 to 18 months of experience in a call center and/or application support level 1.
• Experience in customer support within a SaaS company is an asset.
• Dynamic, proactive, and demonstrates initiative.

Responsibilities

• Analyze and resolve tickets based on service level agreements.
• Plan and coordinate requests in collaboration with internal teams.
• Monitor and manage the Client Service queue.

Skills

Analytical skills

Problem-solving skills

Organizational skills

Interpersonal skills

Communication skills

Attention to detail

Job description

Customer Support Specialist – Join to apply for the role at SOVRA

Location: Province of Quebec, Ontario, or Alberta

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, ensuring compliance, enhancing efficiency, and promoting transparency. Our platform is recognized with the Achievement of Excellence in Procurement (AEP) Certification from the National Procurement Institute.

Responsibilities

• Analyze and resolve tickets based on service level agreements and escalate issues when required.
• Plan, coordinate, and follow through on 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 for team members.
• Document and update processes, procedures, and training materials for continual service improvements to ensure customer satisfaction.
• Maintain client information in the CRM.

Qualifications

• Strong analytical and problem‑solving skills.
• Ability to multi‑task and work under pressure in a dynamic, fast‑paced environment.
• Strong attention to detail.
• Focus on customer satisfaction while keeping business context in perspective.
• Dynamic, proactive, and demonstrates initiative.
• Excellent organizational skills, with a good sense of priority management and adaptability to change.
• Excellent interpersonal and communication skills, internally and with clients.
• 12 to 18 months of experience in a call center and/or application support level 1.
• Experience in customer support within a SaaS company or specifically in the e‑procurement sector is an asset.
• All equivalent education and experience combinations will be considered.
• Required: Authorized to work in Canada – we are not able to sponsor work visas or transfers at this time.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Non‑profit Organizations, Hospitals and Health Care, and Medical Practices

Equal Opportunity Employer

SOVRA is committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.

Thank you for your interest in SOVRA. However, only selected candidates will be contacted.

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