Client Support Technician - Remote

Overview

As a Client Support Technician at Softdocs, you will be the trusted problem-solver for customers using our document management and eForms solutions, combining technical expertise with a customer-first mindset to resolve issues effectively.

In Short

• 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

• Knowledge of Microsoft SQL Server or a comparable database.
• 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.
• Bachelor’s or Associate’s degree in Computer Science 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.

Benefits

• 100% remote work from anywhere in the U.S.
• Direct access to leadership from day one.
• Comprehensive benefits including medical, dental, vision, and 401(k).
• Laptop/equipment stipend for remote workspace setup.
• Professional development opportunities.
• Mentorship and collaboration with senior leaders.
• People-first culture that values family time.
• Strong retention record with average employee tenure over 5 years.