Technical Support Representative
New
A
AsterisVeterinary imaging
Workable locations: CanadaFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2+ years of technical support, help desk, or IT experience
- Required Skills
- SQLTechnical support
Requirements
- Have 2 or more years of technical support, help desk, or IT experience, ideally supporting software customers.
- Troubleshoot Windows environments, including networking issues involving TCP/IP, DNS, and firewalls.
- Use remote support tools.
- Communicate clearly and patiently with non-technical users.
- Demonstrate ownership, follow-through, and a calm approach under pressure.
- Have experience with a ticketing system.
- DICOM, PACS, or medical imaging systems experience is an asset.
- Veterinary or healthcare technology experience is an asset.
- Familiarity with SQL or basic scripting is an asset.
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 issues in the ticketing system, and write 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.
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