Technical Support Representative

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

📋 Description

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

• Diagnose software, network, and connectivity problems that impact image storage, transfer, and viewing.

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

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

• Oversee user accounts, permissions, and access controls.

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

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

• Refer complex issues to Development and ensure follow-up until resolution.

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

• Relay recurring issues and client feedback to assist in product enhancement.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, help desk, or IT roles, preferably with software customers.

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

• Ability to communicate clearly and patiently with non-technical users.

• Demonstrated ownership and follow-through, maintaining a calm demeanor 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 is a plus.

🏝️ Benefits

• Competitive base salary.

• Comprehensive benefits package including medical, dental, and vision, as well as 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 position.

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