Client Support Technician

Valsoft Corporation•Duluth, GA

About The Position

This is a hands-on customer support role focused on helping customers troubleshoot and resolve issues across Qmatic’s software, systems, and connected peripherals. The Support Agent will work directly with end users to diagnose incidents, identify root causes, and guide customers through clear, step-by-step solutions while meeting service-level commitments. The role combines technical problem-solving—including Windows applications, networks, and databases—with strong communication and customer service skills. You’ll collaborate closely with Customer Support, Project Management, and Sales to deliver a professional customer experience and ensure issues are accurately documented, prioritized, and resolved.

Requirements

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).
Good PC/network troubleshooting skills.
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.
Ability to work under pressure to meet Service Level Agreements.
Ability to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support.

Nice To Haves

Dutch, French, and/or other additional languages highly desirable.
Familiarity with Zendesk a plus.

Responsibilities

Troubleshoot and resolve issues across Qmatic’s software, systems, and connected peripherals.
Diagnose incidents and identify root causes.
Guide customers through clear, step-by-step solutions.
Meet service-level commitments.
Collaborate with Customer Support, Project Management, and Sales.
Accurately document, prioritize, and resolve issues.
Diffuse volatile situations when distressed or irate customers call for support.
Analyze and break down incidents using previous experience and knowledge to reach the root cause of the problem.
Use initiative to find ways of solving incidents.
Categorize an incident correctly for call tracking and logging purposes.