Customer Support Representative

Valsoft Corporation; Northern (KY); Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Remote work

Annual performance bonus

Benefits package

Job summary

Asteris, a leader in veterinary imaging technology and Keystone PACS software, seeks a Customer Support Representative to be the first contact for veterinary practices and hospitals, answering questions, solving first‑level issues, and ensuring fast, clear, and caring responses so teams stay focused on patients.

This fully remote role focuses on troubleshooting access, image viewing/sharing, and user settings, with escalation to Technical Support as needed.

Qualifications

• 2+ years of customer support or technical support in software/SaaS.
• Experience with ticketing/helpdesk systems such as Zendesk, Freshdesk, or Jira Service Management.
• Excellent verbal and written communication and patience with non-technical users.
• Strong problem-solving and documentation skills.
• Ability to handle a high volume of requests and set priorities.

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 in plain language suited to non-technical users.
• Escalate complex issues to Technical Support or Product with clear, complete notes, and follow up 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

Customer support experience

Ticketing system familiarity

Communication skills

Problem-solving

Prioritization

Fast learner

Tools

Zendesk

Freshdesk

Jira Service Management

Job description

About Asteris

Asteris 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 Role

As 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 Do

• 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

What You Bring

• 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

Nice to Have

• Experience in veterinary, animal health, or healthcare technology
• Familiarity with medical imaging, PACS, or practice management software
• Basic technical knowledge (networking, browsers, Windows)

What We Offer

• 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
• The chance to make a real impact on a growing team in a specialized, mission-driven industry