About this role
About AsterisAsteris is a leader in veterinary imaging technology. Our Keystone PACS software suite helps veterinary practices, hospitals, and specialists store, view, share, and report on diagnostic images, from radiographs to ultrasound and CT, easily and securely from anywhere. Built specifically for the veterinary industry, Keystone integrates with leading practice management systems and powers teleconsultation workflows that help veterinarians make confident medical decisions. Asteris is part of Valsoft Corporation, which acquires and grows vertical market software companies.
The RoleAs a Customer Support Representative, you'll be the first point of contact for veterinary practices and hospitals using Keystone. You'll answer their questions, solve first-level issues, and make sure every request is handled quickly, clearly and with care, so veterinary teams can stay focused on their patients.
What You'll DoRespond to client requests by phone, email and chat, and log them in our ticketing systemTroubleshoot and resolve common issues: access and connectivity, viewing and sharing images, user settings, and how-to questionsWalk users through solutions step by step, in plain language suited to non-technical usersEscalate complex issues to Technical Support or Product with clear, complete notes, and follow up with the client until they're resolvedMeet response and resolution targets, and prioritize urgent requests that affect patient careCreate and update knowledge base articles and how-to guidesSpot recurring issues and client feedback, and share them with the right teamsRequirements
What You Bring2+ years in customer support or technical support, ideally in a software or SaaS environmentExperience with a ticketing or help desk system (e.g., Zendesk, Freshdesk, Jira Service Management)Excellent verbal and written communication skills, and plenty of patience with non-technical usersA problem-solving mindset and attention to detail when documenting casesAble to handle a high volume of requests and set prioritiesComfortable learning new software quicklyNice to HaveExperience in veterinary, animal health, or healthcare technologyFamiliarity with medical imaging, PACS, or practice management softwareBasic technical knowledge (networking, browsers, Windows)Benefits
What We OfferCompetitive base salary plus an annual performance bonusComprehensive benefits: medical, dental, and vision, plus basic life, AD&D, short- and long-term disability, and voluntary life coverage401(k) programUnlimited paid time offFully remote, work-from-home roleThe chance to make a real impact on a growing team in a specialized, mission-driven industry