Responsibilities
- Deliver professional, courteous, and timely assistance for Softdocs products.
- Use clear and positive communication to facilitate case resolution.
- Record all issues, actions, and outcomes precisely in the support system.
- Handle inquiries through email, chat, phone, and case management tools.
- Juggle multiple open cases and prioritize tasks effectively in a fast-paced setting.
- Work with internal teams to resolve complex problems and exchange knowledge.
- Examine application and system logs to diagnose functionality issues.
- Keep up to date with product updates and features via training and self-study.
- Propose enhancements to internal documentation and support procedures.
Requirements
- Familiarity with Microsoft SQL Server or a similar database, including DML commands.
- Basic knowledge of HTML, CSS, and JavaScript.
- Understanding of server and network fundamentals.
- Strong written and verbal communication skills.
- Excellent problem-solving and analytical abilities.
- Capability to explain technical concepts to non-technical users.
- Attention to detail with a focus on accurate documentation.
- Comfort with multitasking and working independently in a remote environment.
- Bachelor’s or Associate’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
- At least 2 years of experience in IT, technical support, or a related technical field.
- At least 2 years of customer service or client-facing experience.
Benefits
- 100% remote work from anywhere in the U.S.
- Direct access to the CEO and senior leaders from day one.
- Comprehensive benefits including Medical (PPO & HDHP with HSA options), Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.
- Laptop and equipment stipend to choose your own setup.
- Professional development through training, learning opportunities, and leadership exposure.
- Mentorship and collaboration with senior leaders and cross-functional teams.
- People-first culture that values family time and authenticity.
- Average employee tenure of over 5 years, with many team members staying for more than a decade.
Compensation
Not specified
Work Arrangement
Remote (Worldwide)
Team
Not specified
Not specified
