Client Support Technician: Software & Systems Troubleshooter

Socket.dev; Duluth (GA); On-site; USD 52,000 - 72,000; Full time

Job summary

Qmatic is seeking a hands-on Support Agent to help customers troubleshoot and resolve issues across our software, systems and connected peripherals. You will diagnose incidents, identify root causes, and guide customers through clear, step-by-step solutions while meeting service-level commitments.

You will work with Customer Support, Project Management and Sales, using strong communication and technical skills to ensure accurate documentation, prioritization and timely resolution for end users.

Qualifications

• Relevant education in IT/computer technology.
• 2–4 years of experience in a help desk/customer support function.
• Full business-level proficiency in English (spoken and written); Dutch, French, and/or other languages desirable.
• Good PC/network troubleshooting skills.
• Familiarity with Zendesk a plus.
• Thorough knowledge of Windows-based software components.
• Good understanding of Microsoft SQL Server or Oracle.
• Ability to learn the technical functionality of Qmatic solutions.
• Knowledge to work with application issues and detailed problem solving.
• Service-minded approach with a high level of professionalism to deliver great customer experience and contribute to business opportunities.

Responsibilities

• Troubleshoot and resolve issues across Qmatic software and peripherals.
• Diagnose incidents, identify root causes, guide customers step-by-step.
• Collaborate with Customer Support, Project Management and Sales.
• Document and prioritize issues to ensure timely resolution.

Skills

Help desk experience

Windows troubleshooting

SQL Server knowledge

Zendesk familiarity

English proficiency

Education

IT/computer technology

Tools

Zendesk

Windows software

Job description

Qmatic is seeking a hands-on Support Agent to help customers troubleshoot and resolve issues across our software, systems and connected peripherals. You will diagnose incidents, identify root causes, and guide customers through clear, step-by-step solutions while meeting service-level commitments.

You will work with Customer Support, Project Management and Sales, using strong communication and technical skills to ensure accurate documentation, prioritization and timely resolution for end users.