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About talentflow
Welcome to talentflow, a global leader in medical device innovation and patient‑care technology. With a mission to improve health outcomes through cutting‑edge solutions, talentflow partners with hospitals, pharmacies, and clinical practices worldwide. Our culture is built on collaboration, continuous learning, and a relentless focus on customer satisfaction. As a remote‑first organization, we empower our teams to work from anywhere while staying connected through state‑of‑the‑art collaboration tools.
Why This Role Is a Game‑Changer
As a Customer Support Specialist on talentflow’s 2nd shift, you will be the first point of contact for clinicians, pharmacists, and other healthcare professionals who rely on our devices to deliver life‑saving care. Your ability to troubleshoot, analyze logs, and communicate solutions will directly impact patient safety and device reliability. This role offers a unique blend of technical problem‑solving, customer‑centric communication, and the chance to grow into a senior support or technical engineering track.
Key Responsibilities
- First‑Line Support: Receive inbound calls and emails from doctors, nurses, pharmacies, and other healthcare entities during the 12 pm–9 pm (PST) shift.
- Incident Analysis: Gather essential information, review application and OS logs, and attempt to resolve incidents on the first call.
- Escalation Management: When a resolution is not immediately possible, accurately document the issue, assign it to the appropriate tier, and follow up to ensure timely resolution.
- Documentation: Record client details, concerns, facility information, and contact numbers in talentflow’s ticketing system with precision and professionalism.
- Collaboration: Work closely with field implementation teams to support device installations and coordinate part shipments.
- Performance Monitoring: Use internal support applications to track ticket status, performance counters, and SLA compliance.
- Continuous Improvement: Identify recurring issues, contribute to knowledge base articles, and suggest process enhancements to improve support efficiency.
Essential Qualifications
- 1–5 years of technical or customer support experience in a fast‑paced environment.
- Proficiency in reviewing application and OS logs to diagnose issues.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
- Experience with SQL Server (2008/2012), SSIS, and SQL Reporting Services.
- Solid understanding of Windows Server 2008/2012, Windows 7, IIS, and web applications.
- Knowledge of networking fundamentals: DNS, DHCP, LAN/WAN, Telnet, and port management.
- Familiarity with Active Directory, VMware, and basic XML.
- Ability to work independently in a remote, home‑office setting while maintaining high productivity.
- U.S. citizenship or lawful permanent residency (Green Card holder) required for W2 contract status.
Preferred Qualifications
- Experience in the medical device or healthcare technology sector.
- Exposure to SQL Job scheduling and SSIS package development.
- Knowledge of group policy configuration and security permissions.
- Prior experience troubleshooting IIS web applications and Windows services.
- Familiarity with performance monitoring tools and counter analysis.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals are a plus.
Technical Skills & Competencies
- Database Proficiency: Ability to write SELECT and JOIN queries, analyze complex data structures, and generate reports.
- Operating System Expertise: Deep understanding of Windows Server and client OS log files.
- Networking Knowledge: Ability to diagnose connectivity issues using tools like ping, tracert, and port scanners.
- Virtualization: Experience with VMware environments, including VM provisioning and troubleshooting.
- Web & Application Support: Troubleshoot IIS, web services, and application performance.
- Security Awareness: Understanding of user permissions, group policies, and basic security best practices.
Soft Skills & Personal Attributes
- Exceptional customer‑service mindset with a genuine desire to help patients and healthcare providers.
- Strong time‑management and multitasking abilities to handle high‑volume call queues.
- Calm under pressure, maintaining professionalism during complex or urgent incidents.
- Excellent listening skills, empathy, and the ability to reassure clients that their issues will be resolved.
- Team player who collaborates across disciplines and shares knowledge freely.
- Self‑motivated, proactive, and eager to learn new technologies and processes.
Career Growth & Learning Opportunities
At talentflow, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you will have access to:
- Structured mentorship programs with senior engineers and support leads.
- On‑the‑job training in advanced diagnostics, product architecture, and emerging technologies.
- Cross‑functional projects that expose you to product development, quality assurance, and field operations.
- Clear career pathways to roles such as Senior Support Engineer, Technical Account Manager, or Product Specialist.
- Annual learning budget for certifications, conferences, and online courses.
Work Environment & Culture
Our remote work model is designed to give you flexibility while keeping you connected:
- Fully equipped home‑office stipend to ensure you have the right tools and ergonomics.
- Daily stand‑ups and weekly syncs via video conferencing to foster collaboration.
- Inclusive culture that celebrates diversity, encourages open dialogue, and values work‑life balance.
- Regular virtual team‑building events, hackathons, and wellness programs.
- Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
Compensation, Perks, and Benefits
While specific figures are tailored to experience and location, talentflow offers a competitive package that includes:
- Base salary commensurate with industry standards for remote technical support roles.
- Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution times.
- Health, dental, and vision insurance (for eligible employees).
- 401(k) matching program with a generous contribution rate.
- Paid time off, sick leave, and flexible holiday scheduling.
- Professional development stipend and access to a curated library of technical resources.
- Employee assistance program and mental‑health support.
How to Apply
Ready to join talentflow and make a tangible impact on patient care? Click the link below to submit your application and take the first step toward an exciting career in medical device support.