About brighthush
Welcome to brighthush, a forward‑thinking technology partner that empowers businesses across retail, wholesale, and banking with cutting‑edge solutions. Our mission is to deliver seamless, secure, and scalable services that help our clients thrive in an ever‑evolving digital landscape. At brighthush, we believe that great technology starts with great people, and that’s why we’re building a culture of collaboration, continuous learning, and customer‑centric innovation.
Why Join brighthush?
When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a dynamic environment where your voice matters, your growth is accelerated, and your impact is felt across the globe. We offer:
- Competitive base salary with performance‑based bonuses
- Comprehensive health, dental, and vision plans
- Generous paid time off and holiday schedule
- 401(k) retirement plan with company match
- Unlimited learning budget for courses, certifications, and conferences
- Flexible remote work policy with a fully equipped home office stipend
- Inclusive, diverse, and supportive workplace culture
- Regular team‑building events, hackathons, and wellness initiatives
Position Overview
We’re looking for an enthusiastic, customer‑first Technical Support Representative to join our remote call center team. In this role, you’ll be the first line of defense for our clients, diagnosing and resolving technical issues with a blend of empathy, technical acumen, and problem‑solving prowess. Whether you’re troubleshooting software glitches, guiding users through hardware setups, or escalating complex cases, you’ll play a pivotal role in ensuring our clients’ success.
Key Responsibilities
- Act as the primary point of contact for inbound customer inquiries via phone, chat, and email.
- Diagnose and resolve technical issues related to software, hardware, and network connectivity.
- Document all interactions and solutions in ServiceNow, ensuring accurate and up‑to‑date case records.
- Escalate unresolved issues to Tier 2 or Tier 3 specialists while maintaining clear communication with the customer.
- Collaborate with cross‑functional teams (engineering, product, and quality assurance) to provide feedback and improve product usability.
- Maintain a high level of customer satisfaction by delivering timely, courteous, and effective support.
- Participate in continuous training sessions to stay current with product updates, industry trends, and best practices.
- Contribute to the creation and refinement of knowledge base articles and troubleshooting guides.
Essential Qualifications
- High school diploma or equivalent; associate’s degree in a related field is a plus.
- Minimum of 6 months of call center or technical support experience.
- Strong verbal and written communication skills in English.
- Basic understanding of software installation, configuration, and troubleshooting.
- Familiarity with hardware components (PCs, printers, routers) and common peripheral devices.
- Experience using ticketing systems (ServiceNow preferred) and VoIP platforms (TalkDesk or similar).
- Ability to work independently in a remote environment while staying connected with the team.
- Strong problem‑solving skills and a proactive mindset.
- Adaptability to changing priorities and a willingness to learn new technologies.
Preferred Qualifications
- Experience in the information technology or cybersecurity industry.
- Knowledge of Windows, macOS, and Linux operating systems.
- Basic networking concepts (IP addressing, DHCP, DNS).
- Previous exposure to remote support tools such as TeamViewer or AnyDesk.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
- Fluency in additional languages (Spanish, French, Mandarin) is a plus.
Core Skills & Competencies
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
- Technical Proficiency: Quick learning of new software and hardware.
- Communication: Clear, concise, and professional in all interactions.
- Time Management: Ability to juggle multiple tickets while meeting SLA targets.
- Team Collaboration: Willingness to share knowledge and support peers.
- Analytical Thinking: Diagnose root causes and propose effective solutions.
- Adaptability: Thrive in a fast‑paced, evolving environment.
Career Growth & Development
At brighthush, we’re committed to nurturing talent and unlocking potential. As a Technical Support Representative, you’ll have a clear career ladder:
- Senior Support Specialist – deeper technical expertise and mentorship responsibilities.
- Team Lead – manage a small group of agents, set goals, and drive process improvements.
- Technical Program Manager – oversee large‑scale support initiatives and cross‑functional projects.
- Product Specialist – transition into product development, leveraging your frontline insights.
We provide a robust learning ecosystem: monthly skill‑building workshops, access to industry certifications, and a generous learning stipend. Whether you’re looking to deepen your technical knowledge or pivot into a new domain, brighthush offers the resources and support to make it happen.
Work Environment & Culture
Our remote-first culture means you can work from anywhere in the United States—whether that’s your home office, a co‑working space, or a coffee shop. We maintain a flexible schedule that respects work‑life balance while ensuring coverage across key time zones. Our team is built on transparency, respect, and a shared passion for delivering exceptional customer experiences.
Key cultural pillars at brighthush:
- Inclusivity: A diverse workforce that values every perspective.
- Innovation: Encouraging experimentation and continuous improvement.
- Accountability: Taking ownership of outcomes and learning from challenges.
- Collaboration: Cross‑functional teamwork that breaks down silos.
- Well‑Being: Programs that support mental, physical, and financial health.
Compensation & Benefits
We offer a competitive salary range of $35,360 – $37,440 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:
- Performance‑based bonuses tied to customer satisfaction and ticket resolution metrics.
- Health, dental, and vision insurance with a generous coverage plan.
- 401(k) retirement plan with company match up to 4% of your salary.
- Paid time off (PTO) that grows with tenure, plus paid holidays.
- Unlimited learning budget for courses, certifications, and conferences.
- Home office stipend to set up a productive remote workspace.
- Employee assistance program (EAP) for mental health support.
- Wellness initiatives such as virtual yoga, meditation sessions, and fitness challenges.
How to Apply
Ready to bring your technical support expertise to a forward‑thinking, customer‑centric organization? Click the link below to submit your application and join the brighthush team. We’re excited to learn how you can help us elevate our client experience and drive innovation.
Closing Statement
At brighthush, we’re more than a technology provider—we’re a community of passionate problem‑solvers dedicated to making a difference for our clients and each other. If you’re eager to grow, collaborate, and deliver world‑class support from the comfort of your own home, we want to hear from you. Join us and help shape the future of tech support.
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