Remote Veterinary Software Support Specialist

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

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.