技术支持代表
Technical Support Representative
关于Asteris
Asteris是兽医影像技术领域的领导者。我们的Keystone PACS软件套件帮助兽医诊所、医院和专科医生从任何地方安全、便捷地存储、查看、共享和报告诊断图像，包括X光片、超声波和CT扫描。专为兽医行业打造，Keystone与领先的诊疗管理系统集成，并支持远程会诊工作流程，帮助兽医做出自信的医疗决策。Asteris是Valsoft Corporation的一部分，该公司收购并发展垂直市场软件公司。
职位描述
作为技术支援代表，您将帮助兽医诊所保持影像工作流程顺畅运行。您将解决Keystone PACS的安装、集成和连接问题，并提供客户依赖的快速、友好的支持，包括在患者护理依赖于系统的紧急情况中。
您将负责
- 通过电话、邮件和工单系统响应客户支持请求，并快速解决问题
- 解决影响图像存储、传输和查看的软件、网络和连接问题
- 支持与影像设备和诊疗管理系统相关的安装、升级和集成
- 安装、配置和维护客户系统，并执行更新和备份以保护数据完整性和安全性
- 管理用户账户、权限和访问权限
- 在工单系统中记录和跟踪每个问题，并撰写清晰的知识库文章
- 对客户进行Keystone功能、新版本和最佳实践的培训
- 将复杂问题升级至开发团队并跟进解决
- 参与非工作时间/值班轮班，提供紧急支持
- 分享常见问题和客户反馈，以帮助改进产品
要求
您需要具备
- 2年以上技术支持、客服或IT经验，最好是支持软件客户的经历
- 在Windows环境、网络（TCP/IP、DNS、防火墙）和远程支持工具方面具备扎实的故障排除能力
- 与非技术人员沟通清晰且耐心
- 强烈的责任感和执行力，在压力下保持冷静
- 使用过工单系统的经验
加分项
- 具有DICOM、PACS或医疗影像系统的经验
- 兽医或医疗技术背景
- 熟悉SQL或基本脚本语言
福利
我们提供
- 竞争力的薪资基础
- 全面的福利待遇
查看英文原文
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.
Originally posted on Himalayas