About brighthush
brighthush is a trailblazer in the insurance technology arena, redefining how agencies and brokers interact with digital tools. With a portfolio of cloud‑native software and AI‑driven solutions, we empower thousands of partners worldwide to streamline underwriting, claims processing, and customer engagement. Our mission is simple: deliver fast, reliable, and innovative technology that transforms modern insurance into a seamless, data‑rich experience.
Why This Role Matters
As an Associate Customer Support Technician, you will be the first line of defense for our customers. Your work will directly influence the satisfaction of agencies and brokers who rely on our platform to run their businesses efficiently. Whether you’re troubleshooting a software glitch, guiding a user through a new feature, or escalating complex issues, you’ll be the bridge that keeps our technology running smoothly and our partners thriving.
Key Responsibilities
- Multi‑Channel Support: Respond to customer inquiries via phone, email, and live chat, ensuring timely and accurate resolution.
- Triage & Troubleshoot: Quickly assess the nature of an issue, document findings, and determine the appropriate level of escalation.
- Problem Resolution: Resolve technical problems with software, hardware, or integration components, aiming for first‑contact resolution whenever possible.
- Documentation & Knowledge Base: Record detailed case notes in our ticketing system and contribute to internal knowledge base articles to improve team efficiency.
- Escalation Management: Identify when an issue requires higher‑level support and coordinate with Tier 2 or engineering teams to ensure a swift resolution.
- Customer Advocacy: Act as a customer champion, providing clear communication, empathy, and follow‑up to maintain trust and satisfaction.
- Continuous Improvement: Participate in post‑incident reviews, share insights, and suggest process enhancements to reduce recurring issues.
Essential Qualifications
- Minimum of 1 year of customer service experience in a technology or B2B environment.
- Strong verbal and written communication skills, with a polished telephone presence.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and basic troubleshooting of Windows and macOS platforms.
- Comfortable navigating case management tools such as Salesforce, Freshdesk, or Jira.
- Demonstrated ability to learn new software quickly and apply knowledge to real‑world scenarios.
- Commitment to delivering exceptional customer care and maintaining a positive, solution‑oriented mindset.
Preferred Qualifications & Bonus Skills
- Experience supporting customers in a fast‑paced, high‑volume environment.
- Background in networking concepts, API integrations, or cloud services.
- Familiarity with insurance industry terminology and workflows.
- Previous exposure to AI or machine‑learning tools used in customer support.
- Military service or spouse status, or any non‑traditional educational background that showcases adaptability and resilience.
What You’ll Need to Succeed
- Problem‑solving mindset: Ability to dissect complex issues and identify root causes.
- Empathy and patience: Understanding the challenges customers face and responding with calm professionalism.
- Adaptability: Thriving in a dynamic environment where priorities shift quickly.
- Team collaboration: Working closely with cross‑functional teams—engineering, product, and sales—to deliver holistic solutions.
- Time management: Balancing multiple tickets while maintaining high quality and accuracy.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As an Associate Technician, you’ll have access to:
- Structured onboarding and mentorship programs that pair you with seasoned support engineers.
- Regular training sessions on new product releases, industry best practices, and emerging technologies.
- Clear career pathways: From Associate Technician to Senior Technician, then to Support Lead or Product Specialist roles.
- Cross‑departmental projects that expose you to product development, sales, and operations.
- Annual performance reviews that focus on skill development, goal setting, and professional growth.
Our Culture – People First, Innovation Second
brighthush thrives on a culture that values trust, inclusion, and continuous learning. We celebrate diversity in all its forms and foster an environment where every voice is heard. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through weekly virtual huddles, monthly town halls, and informal “coffee chat” sessions.
Key cultural pillars include:
- Transparency: Open communication about company goals, product roadmaps, and individual performance.
- Collaboration: Cross‑functional teams that break down silos and co‑create solutions.
- Work‑life balance: Flexible schedules, generous vacation policies, and a focus on mental and physical well‑being.
- Recognition: Regular shout‑outs, peer awards, and milestone celebrations.
Compensation & Benefits
We offer a competitive salary range of $42,000 to $52,000 USD, commensurate with experience and skill level. In addition to base pay, you may be eligible for performance bonuses and incentive plans.
Our benefits package is designed to support your health, happiness, and future:
- Medical, Dental, and Vision coverage with a broad network of providers.
- Paid holidays and vacation days, plus a dedicated health & wellness day each month.
- Birthday bonus day to celebrate you.
- Comprehensive life and disability insurance options.
- 401(k) retirement plan with company match.
- Unlimited professional development budget for courses, certifications, and conferences.
- Employee assistance program (EAP) for mental health support.
Security & Privacy Commitment
Our candidates’ personal information and online safety are paramount. brighthush communicates exclusively through secure channels—either via a protected @brighthush.com email address or our official careers portal. Recruiters will never request payments or sensitive personal data such as Social Security numbers.
AI in Recruitment – Human‑Centric Decisions
While we employ AI tools to streamline resume parsing and interview scheduling, every hiring decision is ultimately made by a real person. We value human insight and judgment above all else.
Equal Opportunity Employer
brighthush is proud to be an Equal Employment Opportunity Employer. We celebrate diversity and are committed to recruiting, developing, retaining, and promoting talent regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other protected characteristic.
Ready to Join brighthush?
If you’re passionate about delivering top‑tier customer support, eager to grow in a fast‑moving tech environment, and excited to be part of a company that values people over processes, we want to hear from you. Apply today and help shape the future of insurance technology.
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