Technical Support Representative
At a glance
Mid-level IT Support & Helpdesk role at Valsoft Corporation. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.
Valsoft Corporation has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Answer client questions through phone, email, and tickets, then work each issue toward a quick resolution
- Diagnose Windows, network, and connection problems that disrupt image storage, transfer, or viewing
- Set up and update client systems, integrations, user access, backups, and imaging software
- Record cases, create knowledge articles, and teach clients Keystone features and good practices
- Bring complex cases to Development, track them through resolution, and join emergency on-call coverage
What you bring
- At least two years in technical support, help desk, or IT work, ideally serving software users
- You can troubleshoot Windows, TCP/IP, DNS, firewalls, and remote support tools
- You communicate clearly and patiently with nontechnical users, including under pressure
- You have worked with a ticketing system and follow issues through to completion
Who this fits
This remote, full-time role suits someone who enjoys hands-on software and connectivity support for veterinary practices. You’ll participate in an after-hours on-call rotation for emergencies.
From the employer
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
Requirements
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
Benefits
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.
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