Client Support Technician

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 DoProvide professional, friendly, and timely support for Softdocs productsCommunicate clearly and positively to drive case resolutionDocument every issue, action, and outcome accurately in the support systemRespond to requests via email, chat, phone, and case management toolsManage multiple open cases and prioritize effectively in a fast-paced environmentCollaborate with internal teams to resolve complex issues and share knowledgeInterpret application and system logs to troubleshoot functionalityStay current on product updates and features through training and self-learningSuggest improvements for internal documentation and support processesTechnical SkillsKnowledge of Microsoft SQL Server or a comparable database (including DML commands)Familiarity with HTML, CSS, and JavaScriptUnderstanding of server and network fundamentalsSoft SkillsExcellent written and verbal communicationStrong problem-solving and analytical mindsetAbility to explain technical concepts to non-technical usersDetail-oriented with a focus on documentation accuracyComfortable multitasking and working independently in a remote environmentEducation & ExperienceBachelor’s or Associate’s degree in Computer Science, Information Systems, or related field — or equivalent experience2+ years of experience in IT, technical support, or a related technical field2+ years of customer service or client-facing experienceWhat We OfferRemote Position: 100% remote work from anywhere in the U.SDirect Access to Leadership: You’ll have open access to our CEO and senior leaders from day oneComprehensive Benefits: Medical (PPO & HDHP w/ HSA options), Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leaveLaptop/Equipment Stipend: Choose your laptop and set up your remote workspace your wayProfessional Development: Grow through training, learning opportunities, and leadership exposureMentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation herePeople-First Culture: Bring your full self to work. We believe family time (however you define it) mattersRetention Record: Our average employee tenure is over 5 years, with many team members here for more than a decadeSoftdocs is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.