Remote Veterinary Imaging Support Specialist

Asteris; United States; Teletrabalho; USD 52 000 - 76 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive base salary plus annual (績

Annual performance bonus

401(k) program

Medical, dental, vision

Resumo da oferta

Asteris is seeking a Customer Support Representative to be the first contact for veterinary practices using Keystone. You will answer questions, resolve first-level issues, and ensure requests are handled quickly and clearly so teams can focus on patient care.

You will log tickets, guide users through solutions, escalate complex issues, and contribute to knowledge base content as part of a fast-paced, remote-friendly team in the veterinary imaging space.

Qualificações

• 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 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.

Responsabilidades

• 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.

Conhecimentos

Customer support

Technical support

Ticketing systems

Communication

Problem solving

Attention to detail

Prioritization

Learning new software

Ferramentas

Zendesk

Freshdesk

Jira Service Management

Descrição da oferta de emprego

Asteris is seeking a Customer Support Representative to be the first contact for veterinary practices using Keystone. You will answer questions, resolve first-level issues, and ensure requests are handled quickly and clearly so teams can focus on patient care.

You will log tickets, guide users through solutions, escalate complex issues, and contribute to knowledge base content as part of a fast-paced, remote-friendly team in the veterinary imaging space.