About Talentflow
Talentflow is a trailblazing technology partner that empowers financial institutions, insurance carriers, and credit unions with cutting‑edge automation and orchestration solutions. With a global footprint spanning the United States, Canada, Australia, New Zealand, and the United Kingdom, we deliver scalable, secure, and cost‑effective platforms that streamline complex workloads and accelerate digital transformation. Our flagship product, Talentflow OpCon, is the industry’s leading workload automation engine, trusted by banks and financial services firms to orchestrate mission‑critical processes with precision and reliability.
At Talentflow, we believe that technology is only as powerful as the people who build, support, and use it. That’s why we invest heavily in our teams, offering continuous learning, mentorship, and a culture that celebrates curiosity, collaboration, and customer‑centricity. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place to grow, innovate, and make a real impact.
Position Overview
We’re looking for a dedicated Customer Support Technician to join our dynamic support squad. In this role, you’ll be the first line of defense for our clients, ensuring they receive timely, accurate, and empathetic assistance across a spectrum of technical challenges. Your expertise will help maintain the high reliability that our customers expect from Talentflow’s automation platforms.
Key highlights of the role:
- Work a flexible night shift (9 PM – 6 AM PHT) that aligns with our global client base.
- Provide multi‑channel support (phone, email, live chat, and Salesforce ticketing).
- Collaborate with cross‑functional teams—Solution Consultants, Training, and Engineering—to resolve complex issues.
- Document solutions in our knowledge base, contributing to continuous improvement.
- Participate in an on‑call rotation for after‑hours coverage, ensuring 24/7 service excellence.
Key Responsibilities
- Deliver exceptional customer service by diagnosing and resolving technical issues related to Talentflow applications and network systems.
- Communicate clearly and professionally via phone, email, chat, and Salesforce, guiding users through troubleshooting steps.
- Escalate priority incidents to senior team members when necessary, following established escalation paths.
- Collect detailed incident data—error logs, screenshots, and user context—to accurately assess root causes.
- Research solutions using internal resources, product documentation, and external knowledge bases.
- Maintain comprehensive case records in Salesforce, ensuring traceability and knowledge sharing.
- Collaborate with Solution Consultants and Training teams to develop training materials and best‑practice guides.
- Adhere to Talentflow’s case management policies, quality standards, and service‑level agreements.
- Stay current on product releases, patches, and industry trends to provide proactive support.
- Participate in on‑call rotations and overtime as required, ensuring uninterrupted support coverage.
- Perform additional duties as assigned to support the team’s objectives.
Essential Qualifications
- Associate Degree or higher in Computer Science, Information Technology, or a related field.
- Minimum of 3 years of hands‑on experience as a support technician for applications and network systems.
- Strong understanding of Windows and Linux operating systems, networking fundamentals, and system permissions.
- Proficiency with Salesforce ticketing and case management tools.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Demonstrated problem‑solving ability and a methodical approach to troubleshooting.
- Experience with remote support tools and live web‑session platforms.
- Commitment to delivering high‑quality service within defined response and resolution times.
Preferred Qualifications
- Bachelor’s Degree in Computer Information Systems, Information Technology, or a related discipline.
- 4 + years of experience supporting diverse environments, including cloud and hybrid infrastructures.
- CompTIA A+ certification or equivalent.
- Familiarity with Talentflow’s VisualCron product or similar workflow automation tools.
- Experience troubleshooting enterprise‑grade automation platforms such as Talentflow OpCon.
- Knowledge of scripting languages (PowerShell, Bash, or Python) for basic automation tasks.
Skills & Competencies
- Customer‑Centric Mindset: Passionate about delivering outstanding service and building lasting client relationships.
- Technical Proficiency: Deep understanding of PC and network technologies, operating systems, and log file analysis.
- Communication Excellence: Mastery of listening, concise writing, non‑verbal cues, empathy, and appropriate channel selection.
- Collaboration: Ability to work seamlessly with cross‑functional teams and share knowledge.
- Adaptability: Comfortable handling a fast‑paced environment with shifting priorities.
- Continuous Learning: Eagerness to stay updated on product updates, industry trends, and emerging technologies.
Career Growth & Development
At Talentflow, we view every support technician as a potential future leader. We provide:
- Structured mentorship programs pairing you with senior engineers and product specialists.
- Access to internal training portals covering Talentflow products, industry best practices, and soft‑skill development.
- Opportunities to transition into specialized roles—such as Product Support Engineer, Technical Trainer, or Customer Success Manager.
- Annual performance reviews that align with clear career pathways and salary progression.
- International exposure through cross‑regional collaboration and occasional travel to our global hubs.
Work Environment & Culture
Talentflow fosters a vibrant, inclusive culture where innovation thrives. Highlights include:
- Fully remote work model with flexible scheduling to accommodate global clients.
- Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
- Open‑door leadership style—your voice matters, and ideas are welcomed.
- Commitment to work‑life balance, with generous paid time off and a focus on employee well‑being.
- Recognition programs celebrating milestones, achievements, and exceptional service.
Compensation & Benefits
We offer a competitive monthly package ranging from ₱40,000 to ₱50,000, commensurate with experience and performance. In addition, you’ll enjoy:
- Full medical, dental, and life insurance coverage from day one.
- Paid vacation and sick leave, with quarterly sick leave conversion.
- Annual salary appraisal and potential bonus structure.
- Financial assistance program for tuition reimbursement and professional certifications.
- Mandatory government benefits, including 13th‑month pay.
- Access to premium health management programs (HMO) and wellness initiatives.
- Regular company events, both virtual and in‑person, to strengthen community bonds.
How to Apply
Ready to take the next step in your career and join a forward‑thinking team? Submit your application through our careers portal or email your resume to recruitment@talentflow.co. We’re excited to learn how your skills and passion align with Talentflow’s mission to transform the financial services industry.
Join Talentflow today and become part of a culture that values innovation, collaboration, and customer success. Together, we’ll build the future of automation.
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