Client Support Technician

5 hours ago

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Softdocs

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Education • Government • SaaS

Softdocs is a document management and process automation platform focused on eliminating manual, paper-based workflows for higher education institutions, K-12 school districts, and government agencies. The cloud-native solution provides document storage, no-code workflow automation, user-friendly eForms, unlimited eSignatures, and intelligent document and transcript processing to digitize records, speed approvals, and improve security and business continuity. Softdocs serves over 1,000 public-sector customers and emphasizes secure, enterprise-grade cloud migration and long-term total cost of ownership improvements.

51 - 200 employees

Founded 1998

📚 Education

🏛️ Government

☁️ SaaS

📋 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 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 • 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

• 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.