Client Support Technician

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

📋 Description

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

• Communicate clearly and positively to facilitate case resolution.

• Accurately document all issues, actions, and outcomes in the support system.

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

• Handle multiple open cases and prioritize tasks effectively in a fast-paced environment.

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

• Analyze application and system logs to troubleshoot functionality.

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

• Propose improvements for internal documentation and support procedures.

⛳️ 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 similar technical field.

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

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

• Familiarity with HTML, CSS, and JavaScript.

• Understanding of server and network fundamentals.

• Outstanding written and verbal communication skills.

• Strong problem-solving and analytical abilities.

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

• Detail-oriented with a strong emphasis on documentation accuracy.

• Ability to multitask and work independently in a remote setting.

🏝️ Benefits

• Remote Position: 100% remote work from anywhere in the U.S.

• Direct Access to Leadership: You’ll have open access to our CEO and senior leaders from day one.

• Comprehensive Benefits: Medical (PPO & HDHP w/ HSA options), Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.

• Laptop/Equipment Stipend: Choose your laptop and set up your remote workspace your way.

• Professional Development: Grow through training, learning opportunities, and leadership exposure.

• Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here.

• People-First Culture: Bring your full self to work. We believe family time (however you define it) matters.

• Retention Record: Our average employee tenure is over 5 years, with many team members here for more than a decade.