Job description

About Softdocs

Softdocs is a leading provider of cloud-based document management and eForms solutions, serving the education and public sectors. We empower institutions to streamline operations, mitigate risks, and enhance experiences for students, faculty, and staff. As a fully remote, people-first company, we are guided by our core values: Candor, Curiosity, Collaboration, Grit, and Inclusivity.

About the Role

As a Client Support Technician, you will be the primary technical point of contact for our global clientele, assisting them with Softdocs' document management and eForms solutions. This role requires a blend of technical acumen and a strong customer-centric approach to effectively resolve issues, articulate complex information clearly, and ensure positive client interactions. Unlike basic support roles, this position involves in-depth troubleshooting, including database analysis, log interpretation, and application behavior investigation to diagnose and resolve underlying problems.

What You'll Do

Deliver professional, courteous, and prompt support for all Softdocs products.
Maintain clear and positive communication to facilitate efficient case resolution.
Meticulously document all issues, actions taken, and outcomes within the support system.
Address customer inquiries through various channels, including email, chat, phone, and our case management platform.
Effectively manage and prioritize a caseload of multiple open support tickets in a dynamic environment.
Collaborate with internal departments to resolve complex technical challenges and disseminate knowledge.
Analyze application and system logs to diagnose and troubleshoot functional issues.
Continuously update your knowledge on product enhancements and new features through dedicated training and self-study.
Propose enhancements to internal documentation and support workflows.

Technical Skills

Proficiency with Microsoft SQL Server or a similar database, including Data Manipulation Language (DML) commands.
Working knowledge of HTML, CSS, and JavaScript.
Solid understanding of fundamental server and network concepts.

Soft Skills

Exceptional written and verbal communication abilities.
A keen analytical and problem-solving mindset.
Capability to translate technical jargon into easily understandable terms for non-technical users.
Meticulous attention to detail, with a commitment to accurate record-keeping.
Comfortable managing multiple tasks and working autonomously in a remote setting.

Education & Experience

A Bachelor's or Associate's degree in Computer Science, Information Systems, or a related technical field, or equivalent practical experience.
A minimum of 2 years of experience in IT, technical support, or a comparable technical role.
At least 2 years of experience in customer service or a client-facing capacity.

What We Offer

Remote Position: Enjoy 100% remote work from any location within the U.S.
Direct Access to Leadership: Engage directly with our CEO and senior management from your first day.
Comprehensive Benefits: Includes Medical (PPO & HDHP with HSA options), Dental, Vision, 401(k), Disability insurance, $15,000 in Life Insurance, flexible Paid Time Off (PTO), 13 paid holidays, and paid parental leave.
Laptop/Equipment Stipend: Select your preferred laptop and equip your home office as you see fit.
Professional Development: Opportunities for growth through training, continuous learning, and exposure to leadership.
Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams, fostering an environment where collaboration drives innovation.
People-First Culture: We encourage you to bring your authentic self to work, recognizing the importance of family time (however you define it).
High Retention: Our team boasts an average employee tenure of over 5 years, with many dedicated members having served for over a decade.

Additional Information

Softdocs is an Equal Opportunity Employer committed to diversity and fostering an inclusive workplace for all employees. We may utilize Artificial Intelligence (AI) tools to assist in aspects of our hiring process, such as application review and resume analysis. These tools serve as support for our recruitment team and do not replace human decision-making. All final hiring decisions are made by human personnel. For further details on how your data is processed, please contact us.