Job Description

About Us

At Qmatic our mission is to transform customer journey management and create a world where everyone can access the services they need through smoother, smarter, and more accessible service experiences.

For more than 40 years, we have shaped how people connect with essential services - reducing friction, simplifying journeys, and enabling organizations across retail, finance, healthcare, and the public sector to deliver world-class customer experiences.

Today, Qmatic operates as a truly international company, serving customers and partners across Europe, North America, and global markets. Together with our global partner ecosystem, we help organizations innovate at scale and build and deliver smarter service experiences tailored to their markets and customers.

Now, Qmatic is entering a defining growth phase where AI is central to our strategy, product innovation, and global commercial expansion. We are investing heavily in AI-driven solutions that help customers automate intelligently, operate more efficiently, and deliver personalized service journeys at scale.

About the Role

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.

Skills and Experience

• 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 additional languages highly 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.
• Ability to work under pressure to meet Service Level Agreements.

Personal Characteristics

• Ability to diffuse volatile situations when distressed or irate customers call for support.
• Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem.
• Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident.
• Able 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.
• Able to categorize an incident correctly for call tracking and logging purposes.

Interacts With

• Customer Support Team
• Project Management
• Sales
• End users / Customers

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