Note: The job is a remote job and is open to candidates in USA. Asteris is hiring a Customer Support Representative to support veterinary practices and hospitals using its Keystone PACS software. The role handles incoming questions, resolves common issues, escalates complex requests, and helps users get clear, timely support.
Responsibilities
- Respond to client requests by phone, email and chat, and log them in our ticketing system
- Troubleshoot and resolve common issues: access and connectivity, viewing and sharing images, user settings, and how-to questions
- Walk users through solutions step by step, in plain language suited to non-technical users
- Escalate complex issues to Technical Support or Product with clear, complete notes, and follow up with the client until they're resolved
- Meet response and resolution targets, and prioritize urgent requests that affect patient care
- Create and update knowledge base articles and how-to guides
- Spot recurring issues and client feedback, and share them with the right teams
Skills
- 2+ years in customer support or technical support, ideally in a software or SaaS environment
- Experience 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 users
- A problem-solving mindset and attention to detail when documenting cases
- Able to handle a high volume of requests and set priorities
- Comfortable learning new software quickly
- Experience in veterinary, animal health, or healthcare technology
- Familiarity with medical imaging, PACS, or practice management software
- Basic technical knowledge (networking, browsers, Windows)
Benefits
- Competitive base salary plus an annual performance bonus
- Comprehensive benefits: medical, dental, and vision, plus basic life, AD&D, short- and long-term disability, and voluntary life coverage
- 401(k) program
- Unlimited paid time off
- Fully remote, work-from-home role
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