Technical Support Associate (Contractor)

Description

Title

Technical Support Associate (Contractor)

Department/Group

Onboarding & Customer Support

Job Status

Full-Time - Remote

Classification

Contractor

Schedule

VCR operates 24/7, 365 days a year, including weekends and holidays

Positions Supervised

None

Reports to

Onboarding Support Manager

Travel/On Call

None

Founded in 2018, Vets Choice Radiology (VCR) is a leading full-service veterinary teleradiology company known for diagnostic quality, white-glove service, and guaranteed turnaround times. With a global network of more than 100 board-certified veterinary radiologists, VCR provides 24/7/365 interpretation services for radiographs, ultrasound, CT, and MRI, backed by a one-hour STAT guarantee or the read is free.

We are in an exciting phase of growth, investing in people, technology, and infrastructure to strengthen patient care and meet the evolving needs of the veterinary profession.

Vets Choice Radiology is an Equal Opportunity Employer and does not discriminate. All employment decisions are based upon qualifications, merit, and business need.

Job Summary

Vets Choice Radiology is seeking a highly motivated Technical Support Associate to establish teleradiology connectivity for veterinary clinics and hospitals and to deliver superior, white-glove technical support throughout the life of each account. This role owns the customer's technical experience from initial system connection through steady-state operation — configuring and validating imaging connectivity, guiding clinic staff through first studies, resolving issues quickly, and proactively checking in to ensure the service is working the way the practice expects.

The ideal candidate is confident on the phone, comfortable working toward measurable service and onboarding goals, and able to build trust with clinical teams while maintaining a supportive, patient, and confident approach. Success in this role is measured by how quickly and cleanly clinics are connected, how reliably issues are resolved, and how consistently customers describe the support experience as exceptional.

Essential Job Functions

Onboarding & Connectivity

• Own each new clinic onboarding from kickoff through first successful study and confirmed steady-state use.
• Install and configure software and establish teleradiology connectivity — modality, PACS, and worklist configuration, network routing, and connectivity testing.
• Validate end-to-end transmission before go-live: study routing, image quality, data integrity, and report delivery.
• Train clinic staff on study submission, STAT and routine workflows, and report retrieval.

White-Glove Technical Support

• Serve as first point of contact for client technical issues via voice, chat, email, and ticket, responding with urgency.
• Talk clients through troubleshooting in clear, patient language, resolving issues live on the call wherever possible.
• Diagnose and resolve failed studies, routing errors, DICOM and metadata issues, worklist discrepancies, and report delivery failures.
• Troubleshoot case submissions with radiology staff to clear blocked, incomplete, or misrouted studies.
• Partner with internal technical support and cross-functional teams on issues requiring deeper investigation, retaining ownership of the client relationship.
• Prioritize by clinical impact, treating STAT and time-sensitive cases as immediate.
• Follow up with clients to confirm the issue is fully resolved and the workflow is running as expected.

Qualifications, Education, and Experience

• 1-2 years of customer-facing technical support, implementation and onboarding experience, ideally in veterinary or medical imaging or SaaS
• Demonstrated ability to troubleshoot software, connectivity and network issues via phone with non-technical users
• Strong spoken English with clear professional articulation and confident professional phone presence
• Demonstrated proficiency with CRM systems (Salesforce, JIRA, or comparable) and disciplined documentation habits
• Availability to work in U.S. hours with night shifts from the Philippines
• Strong follow-up and follow through, organization and ownership
• Experience managing implementation pipeline and multiple follow-up activities
• Working knowledge of Microsoft Office software such as Outlook, Word and Excel

Key Competencies

• Customer Obsession — treats every clinic interaction as an opportunity to earn trust; defines success by the customer's experience, not the closed ticket.
• Technical Aptitude — learns new systems quickly and reasons through unfamiliar problems methodically rather than escalating by reflex.
• Clear Communication — translates technical detail into plain language for clinical staff without condescension.
• Ownership & Follow-Through — carries an issue to confirmed resolution, including when the fix depends on someone else.
• Composure Under Pressure — stays calm and organized when a STAT case is blocked or a frustrated client is on the line.
• Organization & Attention to Detail — manages a full queue without letting cases, callbacks, or documentation slip.
• Collaboration — works effectively with radiology, IT, operations, and vendor partners toward a shared outcome.
• Adaptability — thrives in a growing organization where processes are still being built and priorities shift.

Physical Demands

• Ability to sit for extended periods while working at a computer; prolonged use of keyboard, mouse, and screen required.
  

Working Conditions

• Fully remote position.
• Must maintain a stable high-speed internet connection and a professional home office environment with minimal background noise to support effective communication and productivity.

Reasonable Accommodations

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer

Employment with Vets Choice Radiology is at-will, which means that either the employee or the Company may terminate the employment relationship at any time, with or without cause, and with or without notice, unless otherwise required by law. Nothing in this job description or any other Company document or communication shall be construed as creating a contract of employment or a guarantee of continued employment. The Company reserves the right to modify, interpret, or apply this job description as it sees fit, in accordance with business needs and applicable laws.