About brighthush – Powering a Smarter, More Sustainable Future
At brighthush, we view power not just as electricity, but as a promise—a shared commitment to be there for families, businesses, and communities when it matters most. For more than six decades, we have transformed bold ideas into reliable solutions that protect homes, strengthen enterprises, and drive a resilient, efficient, and sustainable energy future. Our mission is to empower every customer with confidence, safety, and peace of mind. As we continue to expand our footprint across the United States, we are looking for passionate, technically‑savvy professionals who want to be part of a team that truly puts the customer first.
Why This Role Matters
The Customer Experience Technical Representative is a cornerstone of brighthush’s “Customer First” promise. In this role, you will blend technical expertise with empathetic communication to guide customers through product questions, troubleshooting challenges, and installation assistance. Your ability to translate complex technical information into clear, actionable guidance will directly influence customer satisfaction, brand loyalty, and the overall perception of brighthush as a trusted energy partner.
Key Responsibilities
Customer Interaction & Issue Resolution
- Respond promptly to inbound inquiries via phone, email, text, or live chat, delivering accurate information and solutions in real time.
- Document every customer interaction in the CRM system as it occurs, ensuring a complete and auditable record.
- Diagnose and resolve both technical and non‑technical issues, ranging from product setup to performance concerns.
- Guide customers through step‑by‑step installation processes, providing on‑the‑spot assistance that minimizes downtime.
- Escalate complex or unresolved cases to specialized teams while maintaining ownership of the customer experience.
Technical Mastery & Continuous Learning
- Pass product and process testing after initial training and maintain certification through ongoing education.
- Stay current on brighthush’s expanding portfolio of generators, backup power systems, and related services.
- Leverage internal knowledge bases, product manuals, and diagnostic tools to find answers quickly.
- Participate in regular training sessions, webinars, and product launches to deepen expertise.
Performance & Process Excellence
- Meet or exceed contact‑center metrics, including customer satisfaction (CSAT), average handle time (AHT), and schedule adherence.
- Maintain a clean and organized Outlook inbox, calendar, and task list to prioritize workload efficiently.
- Contribute to continuous‑improvement initiatives by sharing insights from customer interactions.
- Flexibly work overtime or additional shifts when business needs dictate, ensuring coverage during peak periods.
Essential Qualifications
- Education: High School Diploma or GED required.
- Experience: Minimum of 1 year in a customer‑service or technical‑troubleshooting role.
- Communication Skills: Clear, courteous, and articulate verbal and written communication.
- Technical Aptitude: Ability to understand product schematics, basic electrical concepts, and troubleshooting methodologies.
- Computer Proficiency: Comfortable navigating CRM platforms, Microsoft Outlook, and web‑based chat tools.
Preferred Qualifications & Nice‑to‑Have Skills
- Previous experience in a high‑volume contact‑center environment, especially with inbound calls.
- Demonstrated success handling technical support tickets for hardware or energy‑related products.
- Familiarity with remote diagnostic tools and the ability to walk customers through software interfaces.
- Strong multitasking abilities—balancing live calls, chat sessions, and documentation simultaneously.
- Basic knowledge of safety standards and regulations related to power generation equipment.
Physical Requirements & Working Conditions
- Regularly required to talk, listen, and use hands to manipulate controls or devices.
- Frequent standing, walking, and occasional stooping, bending, or reaching above shoulder level.
- Occasional lifting of up to 25 lb (e.g., moving equipment or documentation).
- Predominantly computer‑based work with periods of sitting, close‑vision focus, and occasional travel for training or on‑site support.
Work Schedule & Location
This is a full‑time, weekend‑shift position (Friday – Monday) with each shift lasting 10 hours. Start times range between 7:00 am CT and 9:00 am CT, based on the weekly schedule. The role is remote, but candidates must reside in Wisconsin to comply with state‑specific regulations and to facilitate occasional in‑person training sessions.
Compensation, Perks, & Benefits (General Overview)
- Competitive Salary: Market‑aligned base pay with performance‑based incentives.
- Health & Wellness: Comprehensive medical, dental, and vision plans; employee assistance program.
- Retirement Savings: 401(k) plan with company match.
- Paid Time Off: Generous vacation, sick leave, and holiday schedule.
- Professional Development: Access to internal training portals, certification programs, and tuition reimbursement.
- Technology Stipend: Support for home‑office equipment and high‑speed internet.
- Employee Recognition: Quarterly awards, peer‑to‑peer recognition, and milestone celebrations.
Career Growth & Learning Opportunities
At brighthush, we view every employee as a long‑term partner in our journey toward a cleaner, more reliable energy landscape. As a Customer Experience Technical Representative, you will have clear pathways to advance into senior technical support, team lead, or specialized product specialist roles. Our internal mobility program encourages cross‑functional moves into areas such as field service engineering, product development, or sales enablement. Continuous learning is embedded in our culture—regular workshops, mentorship programs, and access to industry conferences keep you at the forefront of energy technology.
Culture & Values at brighthush
Our culture is built on four core pillars:
- Customer‑Centricity: Every decision starts with the customer’s needs and expectations.
- Integrity: We act with honesty, transparency, and accountability in all interactions.
- Innovation: We encourage creative problem‑solving and embrace new technologies.
- Collaboration: Diverse perspectives are valued, and teamwork drives our success.
Employees enjoy a supportive environment where ideas are heard, achievements are celebrated, and work‑life balance is respected. Our remote‑first model empowers you to design a workspace that fuels productivity while staying connected through virtual huddles, team‑building events, and an inclusive Slack community.
Commitment to Diversity, Equity & Inclusion
brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We believe that a diverse workforce fuels innovation and reflects the communities we serve.
How to Apply
If you are ready to bring your technical expertise, empathy, and problem‑solving skills to a company that truly values its customers, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.
Take the Next Step
Join brighthush today and become a vital part of a team that powers homes, protects businesses, and builds a brighter, more resilient future for everyone. Your technical talent, combined with our industry‑leading resources, will make a tangible difference in the lives of countless customers. Apply now and start shaping the future of energy with brighthush!
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