Client Support Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver courteous, professional, and prompt assistance for Softdocs products.

• Communicate effectively and positively to ensure case resolution.

• Accurately document every issue, action taken, and outcome in the support system.

• Address requests through email, chat, phone, and case management platforms.

• Handle multiple open cases and prioritize tasks efficiently in a fast-paced setting.

• Collaborate with internal teams to tackle complex issues and share knowledge.

• Analyze application and system logs to troubleshoot functionality.

• Remain updated on product enhancements and features through ongoing training and self-study.

• Propose enhancements for internal documentation and support procedures.

• Diagnose databases, logs, and application behavior to uncover root causes and guide clients towards successful resolutions.

⛳️ Requirements

• Proficiency in Microsoft SQL Server or a similar database, including DML commands.

• Basic knowledge of HTML, CSS, and JavaScript.

• Understanding of server and network fundamentals.

• Exceptional written and verbal communication skills.

• Strong analytical and problem-solving abilities.

• Capability to convey technical concepts to non-technical users.

• Detail-oriented with an emphasis on documentation precision.

• Comfortable managing multiple tasks and working autonomously in a remote setting.

• Bachelor’s or Associate’s degree in Computer Science, Information Systems, or a related field — or equivalent experience.

• A minimum of 2 years of experience in IT, technical support, or a related technical area.

• At least 2 years of customer service or client-facing experience.

🏝️ Benefits

• 100% remote work from any location in the U.S.

• Direct access to the CEO and senior leadership from day one.

• Comprehensive benefits package including Medical, Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.

• Stipend for laptop and equipment.

• Opportunities for training and leadership development.

• Mentorship and collaboration with senior leaders and cross-functional teams.

• A people-first culture that values family time.