Client Support Technician

Job description

Softdocs is a leading provider of cloud-based document management and eForms solutions for education and the public sector. We help institutions simplify processes, reduce risk, and improve experiences for students, faculty, and staff. We’re a fully remote, people-first company built on our values of **Candor, Curiosity, Collaboration, Grit, and Inclusivity**. As a **Client Support Technician**, you’ll be the trusted problem-solver for customers across the world using Softdocs’ document management and eForms solutions. You’ll combine your technical expertise with a customer-first mindset to resolve issues, explain complex concepts simply, and make every interaction a positive one. This isn’t a “reset your password” type of support role — you’ll dig into databases, logs, and application behavior to identify the *why* behind problems and guide clients toward success. ### What You'll Do - Provide professional, friendly, and timely support for Softdocs products - Communicate clearly and positively to drive case resolution - Document every issue, action, and outcome accurately in the support system - Respond to requests via email, chat, phone, and case management tools - Manage multiple open cases and prioritize effectively in a fast-paced environment - Collaborate with internal teams to resolve complex issues and share knowledge - Interpret application and system logs to troubleshoot functionality - Stay current on product updates and features through training and self-learning - Suggest improvements for internal documentation and support processes ### Technical Skills - Knowledge of **Microsoft SQL Server** or a comparable database (including DML commands) - Familiarity with **HTML, CSS, and JavaScript** - Understanding of **server and network fundamentals** ### Soft Skills - Excellent written and verbal communication - Strong problem-solving and analytical mindset - Ability to explain technical concepts to non-technical users - Detail-oriented with a focus on documentation accuracy - Comfortable multitasking and working independently in a remote environment ### Education & Experience - Bachelor’s or Associate’s degree in Computer Science, Information Systems, or related field — or equivalent experience - 2+ years of experience in IT, technical support, or a related technical field - 2+ years of customer service or client-facing experience ### What We Offer - **Remote Position:** 100% remote work from anywhere in the U.S. - **Direct Access to Leadership:** You’ll have open access to our CEO and senior leaders from day one. - **Comprehensive Benefits:** Medical (PPO & HDHP w/ HSA options), Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave. - **Laptop/Equipment Stipend:** Choose your laptop and set up your remote workspace your way. - **Professional Development:** Grow through training, learning opportunities, and leadership exposure. - **Mentorship & Collaboration:** Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here. - **People-First Culture:** Bring your full self to work. We believe family time (however you define it) matters. - **Retention Record:** Our average employee tenure is over 5 years, with many team members here for more than a decade.