{"id":1473139,"url":"https://alion.io/job/valsoft-corporation-representante-du-soutien-technique-technical-support-representative","title":"Représentant(e) du soutien technique / Technical Support Representative","company":{"id":8417,"name":"Valsoft Corporation","domain":"valsoftcorp.com","url":"https://alion.io/company/valsoft-corporation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":35,"ghost_share":0,"stale_share":0.771,"repost_share":0.029,"time_to_fill_p50_days":44,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":72000,"period":"year","method":"role_country_seniority_unknown","sample_n":154},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Keystone Engine","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Assembly","optional":true}],"status":"live","first_seen_at":"2026-09-29T17:35:54Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-20T20:58:24Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"À propos d'Asteris\nAsteris est un chef de file des technologies d'imagerie vétérinaire. Notre suite logicielle Keystone PACS permet aux cliniques, aux hôpitaux et aux spécialistes vétérinaires de stocker, de consulter, de partager et d'interpréter leurs images diagnostiques, des radiographies aux échographies et aux tomodensitométries, facilement et en toute sécurité, où qu'ils soient. Conçu spécifiquement pour le secteur vétérinaire, Keystone s'intègre aux principaux logiciels de gestion de pratique et soutient des flux de téléconsultation qui aident les vétérinaires à prendre des décisions médicales en toute confiance. Asteris fait partie de Valsoft Corporation, qui acquiert et fait croître des entreprises de logiciels de marchés verticaux.\nLe poste\nÀ titre de représentant(e) du soutien technique, vous aiderez les cliniques vétérinaires à assurer le bon fonctionnement de leurs flux de travail d'imagerie. Vous résoudrez les problèmes liés aux installations, aux intégrations et à la connectivité de Keystone PACS, et offrirez le soutien rapide et courtois sur lequel nos clients comptent, y compris dans les situations urgentes où les soins aux patients en dépendent.\nVos responsabilités\nRépondre aux demandes de soutien des clients par téléphone, par courriel et au moyen du système de billetterie, et résoudre les problèmes rapidement\nDiagnostiquer et résoudre les problèmes logiciels, réseau et de connectivité touchant le stockage, le transfert et la visualisation des images\nSoutenir les installations, les mises à niveau et les intégrations avec les modalités d'imagerie et les logiciels de gestion de pratique\nInstaller, configurer et entretenir les systèmes des clients, et effectuer les mises à jour et les sauvegardes afin de protéger l'intégrité et la sécurité des données\nGérer les comptes utilisateurs, les autorisations et les accès\nDocumenter et suivre chaque demande dans le système de billetterie, et rédiger des articles clairs pour la base de connaissances\nFormer les clients sur les fonctionnalités de Keystone, les nouvelles versions et les pratiques exemplaires\nTransmettre les problèmes complexes à l'équipe de développement et en assurer le suivi jusqu'à leur résolution\nParticiper à une rotation de garde en dehors des heures normales pour le soutien d'urgence\nFaire part des problèmes récurrents et de la rétroaction des clients afin d'aider à améliorer le produit\n-\nAbout Asteris\nAsteris 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.\nThe Role\nAs 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.\nWhat You'll Do\nRespond to client support requests by phone, email, and ticketing system, and resolve issues quickly\nTroubleshoot software, network, and connectivity issues affecting image storage, transfer, and viewing\nSupport installations, upgrades, and integrations with imaging modalities and practice management systems\nInstall, configure, and maintain client systems, and perform updates and backups to protect data integrity and security\nManage user accounts, permissions, and access\nDocument and track every issue in the ticketing system, and write clear knowledge base articles\nTrain clients on Keystone features, new releases, and best practices\nEscalate complex issues to Development and follow through to resolution\nParticipate in an after-hours / on-call rotation for emergency support\nShare recurring issues and client feedback to help improve the product\nRequirements\nCe que vous apportez\nDeux ans ou plus d'expérience en soutien technique, en centre de services ou en TI, idéalement auprès de clients de logiciels\nSolides compétences en résolution de problèmes dans des environnements Windows, en réseautique (TCP/IP, DNS, pare-feu) et avec les outils de soutien à distance\nCommunication claire et patiente avec des utilisateurs non techniques\nGrand sens des responsabilités et du suivi, et calme sous pression\nExpérience avec un système de billetterie\nAtouts\nExpérience avec les systèmes DICOM, PACS ou d'imagerie médicale\nExpérience dans le secteur vétérinaire ou des technologies de la santé\nConnaissance de SQL ou de la programmation de scripts de base\n-\nWhat You Bring\n2+ years of technical support, help desk, or IT experience, ideally supporting software customers\nSolid troubleshooting skills across Windows environments, networking (TCP/IP, DNS, firewalls), and remote support tools\nClear, patient communication with non-technical users\nStrong ownership and follow-through, with a calm approach under pressure\nExperience with a ticketing system\nNice to Have\nExperience with DICOM, PACS, or medical imaging systems\nBackground in veterinary or healthcare technology\nFamiliarity with SQL or basic scripting\nBenefits\nCe que nous offrons\nSalaire de base concurrentiel\nAssurances collectives complètes avec Canada Vie : soins de santé, soins dentaires, soins de la vue, santé mentale et soins paramédicaux, ainsi qu'assurance vie, assurance décès et mutilation accidentels (DMA), assurance maladies graves et assurance invalidité de courte et de longue durée\nAccès à un régime d'épargne-retraite collectif auquel vous pouvez cotiser\nVacances illimitées après un an de service\nPoste entièrement en télétravail\nLa possibilité d'avoir un réel impact au sein d'une équipe en croissance, dans un secteur spécialisé et axé sur une mission\nCet affichage vise à pourvoir un poste actuellement vacant.\nAsteris utilise des outils d'intelligence artificielle dans son processus de recrutement pour l'aider à présélectionner, à évaluer ou à sélectionner les candidat(e)s.\n-\nWhat We Offer\nCompetitive base salary\nComprehensive group benefits through Canada Life, including health, dental, vision, mental health, and paramedical coverage, plus life, AD&D, critical illness, and short- and long-term disability insurance\nAccess to a group retirement savings plan you can contribute to\nUnlimited vacation after one year of service\nFully remote, work-from-home role\nThe chance to make a real impact on a growing team in a specialized, mission-driven industry\nThis posting is for an existing vacancy.\nAsteris uses AI-assisted tools in our recruitment process to help screen, assess, or select applicants.\nCertaines questions de présélection peuvent entraîner un refus automatique. / Some screening questions may result 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