Technical Support Representative

Valsoft Corporation; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life insurance

AD&D

Disability insurance

Voluntary life

401(k)

Unlimited PTO

Fully remote role

Job summary

Asteris, a leader in veterinary imaging technology, seeks a Technical Support Representative to keep Keystone PACS running smoothly for practices, hospitals, and specialists. You will troubleshoot installations, integrations, and connectivity, ensuring fast, friendly support even in urgent cases where patient care depends on it.

You will resolve software, network, and imaging workflow issues, support upgrades, and train clients on Keystone features.

Qualifications

• 2+ years of technical support, help desk, or IT experience with software customers.
• Strong troubleshooting across Windows, networking, and remote support tools.
• Clear, patient communication with non-technical users.
• Strong ownership and follow-through, calm under pressure.
• Experience with a ticketing system.

Responsibilities

• Respond to client support requests by phone, email, and ticketing system, and resolve issues quickly
• Troubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewing
• Support installations, upgrades, and integrations with imaging modalities and practice management systems
• Install, configure, and maintain client systems, and perform updates and backups to protect data integrity and security
• Manage user accounts, permissions, and access
• Document and track every issue in the ticketing system, and write clear knowledge base articles
• Train clients on Keystone features, new releases, and best practices
• Escalate complex issues to Development and follow through to resolution
• Participate in an after-hours / on-call rotation for emergency support
• Share recurring issues and client feedback to help improve the product

Skills

Troubleshooting Windows environments

Networking (TCP/IP, DNS, firewalls)

Clear, patient communication

Ticketing system experience

Remote support tools

Tools

Ticketing software

Remote support tools

DICOM / PACS

SQL basics

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 Technical Support Representative, you will help veterinary practices keep their imaging workflows running smoothly. You will troubleshoot Keystone PACS installations, integrations, and connectivity issues, and deliver the fast, friendly support our clients count on, including for urgent situations where patient care depends on it.

What You'll Do

• Respond to client support requests by phone, email, and ticketing system, and resolve issues quickly
• Troubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewing
• Support installations, upgrades, and integrations with imaging modalities and practice management systems
• Install, configure, and maintain client systems, and perform updates and backups to protect data integrity and security
• Manage user accounts, permissions, and access
• Document and track every issue in the ticketing system, and write clear knowledge base articles
• Train clients on Keystone features, new releases, and best practices
• Escalate complex issues to Development and follow through to resolution
• Participate in an after-hours / on-call rotation for emergency support
• Share recurring issues and client feedback to help improve the product

What You Bring

• 2+ years of technical support, help desk, or IT experience, ideally supporting software customers
• Solid troubleshooting skills across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support tools
• Clear, patient communication with non-technical users
• Strong ownership and follow-through, with a calm approach under pressure
• Experience with a ticketing system

Nice to Have

• Experience with DICOM, PACS, or medical imaging systems
• Background in veterinary or healthcare technology
• Familiarity with SQL or basic scripting

What We Offer

• Competitive base salary
• 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.