Client Support Technician

Softdocs is not your typical software company. We’re a fully remote, people-first company with employees across the United States, and our mission is to remove the burden of manual processes for the institutions that power everyday life: schools, universities, and government agencies. Our platform helps more than 1,000 institutions modernize how documents are created, approved, stored, and shared, creating space for educators, administrators, and public servants to focus on people, not paperwork. When processes are smarter and simpler, people thrive. At Softdocs, we don’t just build software; we build tools that help communities move faster, work smarter, and serve better. We’re looking for a Client Support Technician who brings both technical curiosity and genuine empathy to every interaction. You’ll be the first person our clients talk to when something isn’t working as expected, and you’ll play a key role in helping institutions keep operations running smoothly for the communities they serve. Position summary The Client Support Technician provides first-line technical support for Softdocs software applications. This entry-level role supports our clients across education and government by diagnosing and resolving routine technical issues, guiding users through solutions, and ensuring an exceptional support experience. The ideal candidate communicates clearly, demonstrates patience and empathy, and enjoys working in a fast-paced, client-focused environment. What you’ll do Serve as the first point of contact for clients seeking technical assistance via phone, email, chat, or support portal. Provide technical support and guidance to end users of Softdocs software solutions. Diagnose and troubleshoot routine software issues, escalating more complex problems to Tier 2 or other appropriate teams. Document issues, troubleshooting steps, and resolutions accurately in the customer relationship management (CRM) or ticketing system. Perform remote troubleshooting sessions to assist clients directly. Communicate proactively with clients, providing updates and follow-up to ensure satisfaction. Assist with testing and validating software updates and patches. Contribute to maintaining and updating the internal knowledge base and support documentation. Participate in training to stay up to date on product enhancements and support procedures. Deliver excellent service aligned with Softdocs’ values of collaboration, candor, and curiosity. What you’ll bring Associate degree in information technology, computer science, or a related field, or equivalent experience. 1+ years of experience in a client support, help desk, or customer service environment preferred. Basic understanding of software systems, databases, and troubleshooting methodologies. Familiarity with Windows operating systems and common office productivity tools. Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. A customer-first mindset with patience, professionalism, and empathy. Ability to prioritize and manage multiple tasks in a fast-paced environment. Self-motivated and able to work independently in a remote environment. Previous experience supporting education or public sector clients is a plus. Technical experience Exposure to ticketing systems such as Salesforce, Zendesk, or similar platforms. Experience with remote support tools (for example, TeamViewer, GoToAssist). Understanding of basic networking concepts and browser-based applications. Familiarity with document management or enterprise content management (ECM) systems is a plus. Nice to haves CompTIA A+, Network+, or similar IT certifications. Experience in SaaS or cloud-based software environments. Familiarity with SQL or basic scripting for troubleshooting. Compensation and benefits The salary range for this position is $50,000 to $65,000 annually, depending on qualifications and experience. Softdocs also offers a comprehensive benefits package, including: Comprehensive medical, dental, and vision coverage for employees and their families. 401(k) retirement plan with employer matching. Flexible paid time off (PTO) and paid company holidays, so you can recharge properly. Fully remote work environment with flexible scheduling. Annual professional development and learning stipend to support your growth. Home office stipend to help you create your ideal workspace. Paid parental leave for new parents. Life insurance and short and long-term disability coverage. Employee assistance program for personal and professional support. Health savings account (HSA) and flexible spending account (FSA) options. Work schedule and travel This is a full-time remote position. The Client Support team operates during standard business hours across U.S. time zones, and occasional flexibility may be required to support clients in different regions. This position may require up to 15 percent travel. Softdocs values diversity and inclusivity and is committed to building a team with diverse backgrounds, perspectives, attitudes, and ideas. We are an equal opportunity employer and do not discriminate on the basis of protected characteristics such as race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.