Représentant(e) du soutien technique – Technical Support Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address client support inquiries via phone, email, and a ticketing system, ensuring prompt issue resolution.

• Troubleshoot software, network, and connectivity challenges that affect image storage, transfer, and viewing.

• Assist with the installation, upgrades, and integration of imaging modalities and practice management systems.

• Install, configure, and maintain client systems, performing updates and backups to safeguard data integrity and security.

• Manage user accounts, permissions, and access levels.

• Document and track all issues in the ticketing system and create clear knowledge base articles.

• Educate clients on Keystone features, new releases, and best practices.

• Escalate complex issues to the Development team and ensure follow-through to resolution.

• Participate in an after-hours/on-call rotation for emergency support.

• Communicate recurring issues and client feedback to contribute to product enhancements.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, help desk, or IT roles, preferably in software customer support.

• Strong troubleshooting abilities across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support tools.

• Excellent and patient communication skills with non-technical users.

• Demonstrated ownership and follow-through, maintaining composure under pressure.

• Familiarity with a ticketing system.

• Experience with DICOM, PACS, or medical imaging systems.

• Background in veterinary or healthcare technology.

• Knowledge of SQL or basic scripting.

🏝️ Benefits

• Salaire de base concurrentiel / Competitive base salary.

• Comprehensive group benefits through Canada Life, including health, dental, vision, mental health, and paramedical coverage.

• Life, AD&D, critical illness, and short- and long-term disability insurance.

• Access to a group retirement savings plan that you can contribute to.

• Unlimited vacation after one year of service.

• Fully remote, work-from-home opportunity.

• An opportunity to make a significant impact on a growing team in a specialized, mission-driven industry.