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.

About Certus We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers. Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale. How We Work Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing. Who Thrives Here - Self-starters who bring a get-it-done mindset and don't wait for permission - Builders drawn to a fast-moving industry where the landscape keeps shifting - Humans who are innovative, brave, kind, and bring their full selves to work We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger. The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk. Job Overview: The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists. Responsibilities: · Proven experience hiring, coaching, and developing Specialists. · Provide supervision, training, and development opportunities to Specialists. · Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc. · Real-time performance monitoring, including queue allocation, channel management, and call escalations. · Investigate and solve customer service complaints. · Monitor issues and trends and escalate to management as needed. · Ensure Specialists adhere to schedule and are tasked appropriately. · Assist with development and implementation of service policies. · Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed. · Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner. · Maintain documentation pertaining to customer service department activities. · Identify additional training needs for team. · Timecard review and approval. · Perform additional duties where needed. Competencies Required: · Keen problem solver that is willing to think on their feet and learn quickly. · Reliable individual that can always be counted on to give their best work and follow tasks through to completion. · Self-starter comfortable taking initiative and finding answers to customer questions. · Great at multi-tasking, using multiple software programs to service a find a solution. · Excellent coaching skills with a positive attitude, energy, and demeanor. · Excellent written, verbal communication skills, and typing ability. · Excellent organizational skills and attention to detail. · Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs. · Experience with Microsoft Office Suite preferred. · Mastery of the English language. · Spanish language skills desired, but not required. · Flexibility with work schedule preferred. · Professional demeanor. · Adaptive to change. · Experience with team management. · Ability to communicate directly with others. · Desire to have fun while working. · Growth and change mindset. Physical Requirements: · Prolonged periods of sitting at a desk and working on a computer. · Prolonged periods of being on the phone/wearing a headset. Performance Expectations: - Team consistently meets metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards. - Team consistently meets metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.). - Effectively coach, lead, and manage a team of Specialists to meet KPIs and consistently achieve live monitoring and coaching goals. This position will have a base pay of $45,000 - $48,000 per year and will be eligible for up to a 5% performance bonus. This position will be remote but there is a strong preference for candidates in the Orlando, FL area. Work hours are 8am - 5pm ET or 9am - 6pm ET with an hour break for lunch. EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Daily queue management in Zendesk along with escalations in Slack • Identify cases that will end up as multiple emails but can be resolved with a single outbound call • Strong communication needed to work across departments for resolutions and to develop best practices • Openness to team building to strengthen connections intra-deparmentally • Maintain a space free from distraction during business hours • Writing skills to help generate SOPs and Macros to build out our playbooks • Strong communication skills to share your knowledge, skills and best practices with the team • Help identify areas where we can future-proof • Keen sense of retention and customer advocacy

Practice: Managed Services Position Title: Customer Support Engineer, IP4G Position Location: Remote Reports to: Manger or Director Job Summary: As a Customer Support Engineer, you will play a critical role in ensuring our clients receive top-notch technical support for our enterprise cloud solutions. You will be the primary point of contact for customers experiencing technical issues, providing timely and effective solutions to ensure their satisfaction and success. Your expertise in IBM Power Systems and Google Cloud will be essential in diagnosing problems, providing guidance, and resolving issues. FLSA Status: Exempt Essential Functions: - Provide expert-level support for IBM Power Systems on Google Cloud. - Troubleshoot and resolve complex technical issues related to our cloud solutions. - Assist customers with configuration, deployment, and management of their cloud environments. - Serve as the primary point of contact for customer support inquiries. - Respond to customer issues via phone, email, or chat in a timely and professional manner. - Maintain a high level of customer satisfaction through effective communication and problem-solving. - Identify, diagnose, and resolve technical problems related to hardware, software, and network issues. - Collaborate with other engineering teams to escalate and resolve critical issues. - Document solutions and create knowledge base articles for common issues. - Provide feedback to the product development team based on customer experiences. - Suggest improvements to support processes and tools to enhance efficiency and effectiveness. - Stay updated with the latest developments in IBM Power Systems and Google Cloud technologies. - Conduct training sessions for customers to help them better utilize our cloud solutions. - Develop and maintain technical documentation, including user guides and FAQs. - Other duties as assigned. Required Skills/Abilities/Competencies - Excellent verbal and written communication skills. - Ethical and critical thinking. - Excellent interpersonal and customer service skills. - Excellent sales and customer service skills. - Excellent organizational skills and attention to detail. - Excellent time management skills with a proven ability to meet deadlines. - Strong analytical and problem-solving skills. - Strong supervisory and leadership skills. - Ability to prioritize tasks and to delegate them when appropriate. - Ability to function well in a high-paced and at times stressful environment. - Proficient with Microsoft Office Suite or related software. - Proficiency in troubleshooting hardware and software issues. - Strong understanding of cloud computing concepts and architectures. - Familiarity with virtualization technologies and networking fundamentals. - Knowledge of scripting and automation tools (e.g., Python, Shell scripting) is a plus. Education and Experience: - Bachelor's degree in Computer Science, Software Engineering, or related field. - Minimum of 3-5 years of experience in a technical support or customer support role. - Hands-on experience with IBM Power Systems and Google Cloud Platform (GCP). - Experience in enterprise cloud solutions and infrastructure management. Physical Requirements: - Prolonged periods of sitting at a desk and working on a computer. - Must be able to lift up to 15 pounds at times. Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.