At Softdocs, we’ve fostered an environment where we believe that exceptional ideas can originate from anyone and anywhere, and we actively encourage creativity and innovation. If you ask any member of our team why they thrive here, you’ll hear them describe it as a place of collaboration, social connection, open-mindedness, focus, and purpose. If these values resonate with you, let’s have a conversation.
Position Title: Client Support Specialist
Position Description:
Client Support Specialists play a crucial role in providing direct technical assistance on our software solutions to clients across the USA. We’re seeking individuals who are highly motivated and adept with technology, capable of applying effective troubleshooting methods to address issues related to our Etrieve Platform. The ideal candidate should be adaptable, offering sound guidance and assistance to clients in a dynamic and evolving environment. Strong communication and documentation skills are essential for recording and tracking issues, with a focus on delivering a positive Customer Experience.
Primary Responsibilities:
- Offer professional and courteous technical support for Softdocs’ licensed products.
- Communicate clearly and positively to work towards issue resolution.
- Maintain detailed documentation for all reported issues and their resolutions.
- Keep clients informed about the progress of their cases.
- Respond to and follow up on support inquiries via email, support tools, chat, and telephone.
- Monitor and report on activities, providing management with relevant information on outstanding issues.
- Attend necessary meetings to support business and organizational development.
- Participate in training to enhance knowledge and skills.
- Actively seek to learn about new features and product platforms.
- Provide feedback and support for internal documentation.
- Demonstrate strong problem-solving abilities.
- Manage multiple issues simultaneously in a fast-paced environment.
- Collaborate effectively within a team comprising both local and remote members.
Ideal Candidate:
- Demonstrates strong problem-solving skills and enjoys tackling technical challenges.
- Communicates effectively, with experience in creating functional documentation.
- Exhibits the ability to respond appropriately to customer and internal challenges with clarity and empathy.
- Possesses strong multitasking abilities and can handle concurrent cases efficiently.
- Quick to learn new concepts and apply them effectively.
- Capable of diagnosing whether a problem is application, operating system, or hardware-related.
- Proficient in interpreting logs to evaluate functional issues.
- Demonstrates adaptability in solving practical problems in diverse situations.
Minimum Qualifications:
- Technical knowledge of Microsoft SQL Server or similar databases using DML commands.
- Familiarity with web development technologies such as HTML, CSS, and JavaScript.
- Understanding of servers and networks.
- Ability to provide clear instructions for application use and operation.
- Effective communication skills, both verbal and written.
Education and Experience:
- Any equivalent combination of education and experience providing the necessary knowledge, skills, and abilities. Examples include:
- Bachelor’s or Associate’s Degree in Computer Science, Information Services, Data Processing, or related fields.
- 1-5 years of experience in information technology or a related field.
- 1-5 years of customer service experience.
Working Conditions:
- Duties are typically performed in an office environment or remotely.
- Occasional non-standard working hours may be required.
What We Offer:
- Remote Position: This role is fully remote.
- Direct Access to CEO: Access to our CEO from day one.
- Benefits: Comprehensive benefits package including Medical, Dental, Vision, 401K, Disability Insurance, Life Insurance, flexible PTO, Holidays, and paid Parental Leave.
- Remote Work Office Set Up: Stipend provided for purchasing necessary equipment.
- Flexibility: Set your work hours while prioritizing client needs.
- Professional Development: Opportunities for skill development and personal growth.
- Mentorship: Collaboration and learning opportunities with senior leaders.
- People First Company & Team Culture: Inclusive environment that values personal and professional well-being.
- Retention Record: Strong employee retention with an average tenure of 5 to 8 years.
- Inclusivity: Commitment to creating an equitable and inclusive environment through various initiatives.
Applicants must be authorized to work in the United States. Employment offers are subject to background checks.