Client Support Technician

📋 Description

• • Be the human face behind Etrieve, Softdocs’ flagship enterprise content-management platform. Every ticket you touch directly affects how thousands of educators, administrators, and public servants serve their communities—your troubleshooting keeps financial-aid offices processing transcripts on time, county clerks digitizing land deeds, and K-12 districts closing purchase orders before the fiscal year ends.
• • Own the full lifecycle of client issues—from first “my form won’t submit” email to final “problem solved” follow-up. You’ll triage, reproduce, isolate root causes in SQL logs, and document fixes so clearly that the next agent (or the client) can replicate the solution blindfolded.
• • Communicate in plain English and empathetic tone. Whether you’re screen-sharing with a registrar who’s never opened a browser console or summarizing a patch for our DevOps team, you translate tech into trust.
• • Master multi-channel support: queue-based ticketing, live chat, Zoom calls, and the occasional phone “save the day” moment. You’ll juggle 15–20 concurrent cases without dropping context or courtesy.
• • Dig beneath the GUI. You’ll query Microsoft SQL Server tables, trace JavaScript errors in browser dev tools, and read IIS or nginx logs to pinpoint why an eForm stalls at step three. When the answer isn’t obvious, you escalate with evidence, not guesswork.
• • Collaborate across Product, Engineering, and Professional Services to turn recurring pain points into roadmap items. Your “five-minute fix” today might become tomorrow’s one-click enhancement.
• • Contribute to an ever-green knowledge base: concise KB articles, 60-second Loom videos, and internal runbooks that cut future resolution time in half.
• • Champion continuous learning. Weekly release notes? You read them before breakfast. New REST endpoint? You spin up Postman and test it so you can guide clients through integration.
• • Protect client trust like it’s your own reputation. You follow HIPAA, FERPA, and CJIS security protocols without being asked, and you flag potential vulnerabilities before they become incidents.
• • Bring curiosity and grit to a 100 % remote culture. You’ll pair-debug with a teammate in Oregon while dialing into a district IT director in Florida—time-zone Tetris is part of the fun.
• • Influence beyond the ticket. Quarterly, you’ll present “Voice of the Customer” insights to leadership, shaping how Softdocs builds equitable, efficient software for the next 25 years.