Client Support Technician

2 hours, 21 minutes 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
51-200
Founded 1998

Description

  • Provide timely, professional support for Softdocs products across email, chat, phone, and case-management tools.
  • Investigate application behavior, databases, and system logs to diagnose and resolve customer issues.
  • Communicate technical issues and solutions clearly to customers, including non-technical users.
  • Document issues, actions, and outcomes accurately in the support system.
  • Manage and prioritize multiple open support cases in a fast-paced environment.
  • Collaborate with internal teams to resolve complex issues and share knowledge.
  • Stay current on product updates and features through training and self-directed learning.
  • Recommend improvements to 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 analytical problem-solving skills and ability to explain technical concepts to non-technical users.
  • Detail-oriented approach to documentation accuracy.
  • Ability to multitask and work independently in a remote environment.

Benefits

  • 100% remote work from anywhere in the U.S.
  • Medical, dental, vision, disability, life insurance, and 401(k).
  • Flexible PTO, 13 holidays, and paid parental leave.
  • Laptop and remote-workspace equipment stipend.
  • Training, learning opportunities, mentorship, and leadership exposure.
  • Direct access to the CEO and senior leadership.
  • People-first, inclusive culture with cross-functional collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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