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 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.