Client Support Technician

The Company

Softdocs is a leading remote enterprise Software as a Service (SaaS) company specializing in serving Higher Education and K12 institutions, as well as State and Local Government through Etrieve, an enterprise content management (ECM) platform. With a remarkable 25-year history, Softdocs is committed to promoting educational and governmental equity by eliminating inefficiencies. Our core values of candor, collaboration, curiosity, grit, and inclusivity shape our approach to providing innovative solutions.

As a Client Support Technician, you’ll be the trusted problem-solver for customers across the world using Softdocs’ document management and eForms solutions. You’ll combine your technical expertise with a customer-first mindset to resolve issues, explain complex concepts simply, and make every interaction a positive one.

This isn’t a “reset your password” type of support role — you’ll dig into databases, logs, and application behavior to identify the why behind problems and guide clients toward success.

• 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

• 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

• 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

• 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.

Softdocs is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Softdocs is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.