mdf commerce · 1 month ago
Customer Support Specialist (East Coast region)
United States
Full-time
Remote
Entry Level
1+ years expSOVRA is a leading public procurement platform serving over 7,000 government agencies and connecting them with more than 1 million suppliers across North America. The Customer Support Specialist will be responsible for analyzing and resolving client tickets, coordinating requests with internal teams, and ensuring customer satisfaction through process improvements.
E-CommerceE-Commerce PlatformsInformation TechnologySaaSSoftwareSupply Chain Management
No H1B
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
Perform regular environmental testing
Qualification
Required
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
Strong technical background including abilities to read code language
12 to 18 months in a call center and/or application support level 1
Authorized to work in the US—unfortunately we are not able to sponsor work visas or transfers at this time
Preferred
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
Company
mdf commerce
mdf commerce enables the flow of commerce by providing a broad set of SaaS solutions.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$42.5M2024-03-11Acquired
2023-09-29Post Ipo Debt· $30M
2020-12-21Post Ipo Equity· $12.5M
Leadership Team
Chris Van Beke
Senior Vice President, Strategy
Nicolas Vanasse
Vice President, Chief Legal Officer and Corporate Secretary
Recent News
2025-06-16
2024-06-04
2024-06-04
Company data provided by crunchbase