Forms Content Representative

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

The Forms Content Representative plays a critical role in the Forms Content Department, reporting to the Supervisor, Forms Content. This position goes beyond technical assistance—it involves proactive problem-solving, advanced troubleshooting, and collaboration across teams to ensure the accuracy and efficiency of payroll reporting forms and eFiling software. You will act as a subject matter resource, guiding customers and supporting internal initiatives to improve product quality and user experience.

More specifically, you will:

• Lead testing and validation of form updates, ensuring compliance and accuracy
• Provide advanced technical support via phone, email, and chat, resolving complex issues with minimal escalation
• Utilize remote support tools to diagnose and resolve technical challenges efficiently
• Identify trends and propose solutions for recurring or emerging technology issues
• Serve as a liaison between customers and internal teams, communicating feedback and recommending enhancements
• Document and track technical issues in bug tracking systems, ensuring timely resolution
• Maintain and optimize the customer support portal for improved usability
• Contribute to product improvement initiatives by evaluating objectives and recommending changes
• Mentor junior team members and assist with onboarding and training

What We Need From You

• Strong technical aptitude with ability to master proprietary software quickly
• Proven experience (2+ years) in client support/service with advanced troubleshooting skills
• Excellent communication skills (verbal and written) for technical and non-technical audiences
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment
• Detail-oriented with strong analytical and problem-solving abilities
• Experience with bug tracking systems and remote support tools preferred
• Demonstrated ability to collaborate across departments and influence process improvements
• Minimal (less than 10%) travel required to Sovos locations and events
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Comprehensive Health, Dental and Vision benefits
• 401(k) with company match
• Bi-Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Tuition Reimbursement, Time off to Volunteer, Charitable Giving Match, and more!

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.