Représentant(e) au soutien à la clientèle / Customer Support Representative

Position: Customer Support Representative / Customer Support Representative

About Asteris

Asteris is a leader in veterinary imaging technology. Our Keystone PACS software suite allows clinics, hospitals and veterinary specialists to store, view, share and interpret their diagnostic images, from X-rays to ultrasounds and CT scans, easily and securely, wherever they are. Designed specifically for the veterinary sector, Keystone integrates with the leading practice management software and supports teleconsultation workflows that help veterinarians make medical decisions with confidence.

Asteris is part of Valsoft Corporation, which acquires and grows vertical market software companies.

The Role

As a Customer Support Representative, you will be the first point of contact for veterinary clinics and hospitals using Keystone. You will answer their questions, resolve first-level issues, and ensure every request is handled quickly, clearly and with care, so veterinary teams can focus on their patients.

Your Responsibilities

• Respond to client requests by phone, email and chat, and log them in our ticketing system
• Diagnose and resolve common issues: access and connections, viewing and sharing images, user settings and questions about using the software
• Guide users step by step, in simple terms suited to non-technical people
• Escalate complex issues to technical support or the product team with clear and complete notes, and follow up with the client until resolution
• Meet response and resolution deadlines, and prioritize urgent requests that affect patient care
• Create and update knowledge base articles and how-to guides
• Identify recurring problems and customer feedback, and forward them to the relevant teams

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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 Customer Support Representative, you'll be the first point of contact for veterinary practices and hospitals using Keystone. You'll answer their questions, solve first-level issues, and make sure every request is handled quickly, clearly and with care, so veterinary teams can stay focused on their patients.

What You'll Do

• Respond to client requests by phone, email and chat, and log them in our ticketing system
• Troubleshoot and resolve common issues: access and connectivity, viewing and sharing images, user settings, and how-to questions
• Walk users through solutions step by step, in plain language suited to non-technical users
• Escalate complex issues to Technical Support or Product with clear, complete notes, and follow up with the client until they're resolved
• Meet response and resolution targets, and prioritize urgent requests that affect patient care
• Create and update knowledge base articles and how-to guides
• Spot recurring issues and client feedback, and share them with the right teams

What You Bring

• Two years or more of experience in customer support or technical support…