Client Support Technician

1 month ago
Full-time
Junior
Customer and Technical Support
Softdocs

Softdocs

Softdocs offers education-focused ECM solutions, electronic forms, and workflow automation to streamline processes and enhance productivity in higher education and K-12 markets.

Internet Software & Services
51-250
Founded 1998

Description

  • 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.

Requirements

  • Bachelor’s or Associate’s degree in Computer Science, Information Systems, or a 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.
  • Knowledge of Microsoft SQL Server or a comparable database, including DML commands.
  • Familiarity with HTML, CSS, and JavaScript.
  • Understanding of server and network fundamentals.
  • Excellent written and verbal communication skills.
  • 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.

Benefits

  • 100% remote work from anywhere in the U.S.
  • Medical, dental, and vision insurance, including PPO and HDHP with HSA options.
  • 401(k), disability coverage, and $15,000 life insurance.
  • Flexible PTO, 13 holidays, and paid parental leave.
  • Laptop and equipment stipend for your remote setup.
  • Professional development through training, learning opportunities, and leadership exposure.
  • Direct access to leadership, including the CEO and senior leaders.
  • People-first culture with long employee tenure and a focus on inclusivity.

Interested in this position?

Apply directly on the company website

Apply Now

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