Softdocs is a leading provider of cloud-based document management and eForms solutions for education and the public sector. We help institutions simplify processes, reduce risk, and improve experiences for students, faculty, and staff.
We’re a fully remote, people-first company built on our values of Candor, Curiosity, Collaboration, Grit, and Inclusivity.
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.
Softdocs is a leading provider of cloud-based document management and eForms solutions for education and the public sector. We help institutions simplify processes, reduce risk, and improve experiences for students, faculty, and staff.
We’re a fully remote, people-first company built on our values of Candor, Curiosity, Collaboration, Grit, and Inclusivity.
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.
Softdocs is a leading provider of cloud-based document management and eForms solutions for education and the public sector. We help institutions simplify processes, reduce risk, and improve experiences for students, faculty, and staff.
We’re a fully remote, people-first company built on our values of Candor, Curiosity, Collaboration, Grit, and Inclusivity.
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.
What You'll Do
- 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
Technical Skills
- Knowledge of Microsoft SQL Server or a comparable database (including DML commands)
- Familiarity with HTML, CSS, and JavaScript
- Understanding of server and network fundamentals
Soft Skills
- 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
Education & Experience
- 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
What We Offer
- 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.