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About brighthush
At brighthush, we are on a relentless mission to illuminate communities with blazing‑fast, reliable internet that powers homes, businesses, and the future of digital life. As a leading fiber‑optic telecommunications provider, we blend cutting‑edge technology with a passion for service, ensuring every customer experiences seamless connectivity. Our culture is built on collaboration, innovation, and a relentless focus on customer satisfaction. Whether you’re a seasoned techie or just starting your career, brighthush offers a dynamic environment where your contributions directly impact the way people live and work.
Why This Role Matters
Every call, chat, or ticket you handle is a chance to turn a frustrated customer into a loyal advocate. As a Customer Support Technician, you’ll be the frontline hero who diagnoses, troubleshoots, and resolves internet and networking issues—often while working remotely from your own home office. Your expertise will help keep homes and businesses online, enabling them to thrive in a digital world. In a world where connectivity is the backbone of productivity, your role is pivotal to the success of our customers and the reputation of brighthush.
Key Responsibilities
- Diagnose & Resolve: Quickly identify root causes of connectivity problems using diagnostic tools, logs, and customer information. Apply systematic troubleshooting to isolate issues ranging from Wi‑Fi interference to fiber cut detection.
- Coordinate Repairs: Schedule and liaise with field technicians, ensuring timely on‑site service when remote fixes aren’t sufficient. Communicate clearly with customers about expected resolution times.
- Document Interactions: Maintain accurate, detailed records of every customer interaction, troubleshooting steps, and resolution outcomes in our ticketing system. Ensure knowledge base entries are updated for future reference.
- Customer Advocacy: Act as the voice of the customer, ensuring their concerns are heard and addressed with empathy and professionalism. Escalate complex issues to senior engineers when necessary.
- Continuous Learning: Stay current with the latest networking protocols, fiber‑optic technologies, and industry best practices. Participate in regular training sessions and certification programs.
- Process Improvement: Provide feedback on recurring issues and suggest enhancements to support workflows, knowledge bases, and customer communication templates.
- Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution rate, average handle time, and customer satisfaction scores.
Essential Qualifications
- High school diploma or GED (or equivalent).
- 1–3 years of technical support or customer service experience, preferably in telecommunications or IT.
- Legal authorization to work in the United States.
- Strong troubleshooting skills for internet, Wi‑Fi, and networking equipment.
- Excellent written and verbal communication in English.
- Proficiency with remote support tools, ticketing systems, and basic networking concepts.
- Self‑motivated, detail‑oriented, and able to work independently in a remote setting.
Preferred Qualifications
- Associate’s degree in Information Technology, Computer Science, or a related field.
- Experience with fiber‑optic infrastructure, DSL, or cable modem troubleshooting.
- Knowledge of TCP/IP, DHCP, DNS, and basic routing concepts.
- Certifications such as CompTIA A+, Network+, or similar.
- Previous remote work experience with a strong self‑management track record.
- Experience with customer‑facing ticketing platforms like Zendesk, ServiceNow, or Jira Service Management.
Core Skills & Competencies
- Technical Aptitude: Ability to interpret error codes, run diagnostics, and apply fixes across a range of networking devices.
- Problem‑Solving: Logical, methodical approach to diagnosing complex issues and delivering effective solutions.
- Customer‑Centric Mindset: Patience, empathy, and a genuine desire to help customers succeed.
- Communication: Clear, concise communication in both written and spoken form.
- Time Management: Prioritize tickets, manage multiple tasks, and meet response time SLAs.
- Adaptability: Thrive in a fast‑moving environment with evolving technologies and processes.
- Collaboration: Work effectively with cross‑functional teams, including field technicians, network engineers, and product managers.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Technician, you’ll have access to:
- Structured onboarding and mentorship programs that pair you with experienced engineers.
- Regular training sessions on the latest networking technologies, fiber‑optic deployment, and customer service best practices.
- Clear career pathways to roles such as Senior Support Engineer, Technical Account Manager, Field Technician, or Network Operations Center (NOC) Analyst.
- Opportunities to cross‑train in network operations, product management, or project coordination.
- Support for industry certifications and continuing education, including tuition reimbursement and study time.
- Annual performance reviews that highlight growth areas and set actionable goals.
Work Environment & Culture
Working remotely from any of the following states—Indiana, Arizona, Colorado, Florida, Iowa, Illinois, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Mexico, Ohio, Oklahoma, Texas, Virginia, Wisconsin—means you can balance professional growth with personal life. Our culture is defined by:
- Collaborative teamwork across virtual channels, with daily stand‑ups and weekly knowledge‑sharing sessions.
- Transparent communication from leadership, including quarterly town halls and open Q&A sessions.
- A focus on work‑life balance, with flexible scheduling, generous paid time off, and a results‑oriented approach.
- Regular virtual hackathons, innovation challenges, and community‑building events.
- A commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
- Access to a digital wellness program, including mental health resources, ergonomic assessments, and virtual fitness classes.
Compensation & Benefits
Competitive salary range: USD 35,360 – 37,440 per year. In addition, brighthush offers:
- 401(k) plan with company matching to help you build long‑term wealth.
- Comprehensive health, dental, and vision insurance plans for you and your family.
- Paid time off (vacation, sick leave, holidays) plus a flexible “mental health day” policy.
- Employee assistance program and wellness resources, including counseling and financial planning.
- Professional development stipend to support courses, conferences, and certifications.
- Employee referral bonuses for bringing talented peers into the team.
- Remote work stipend to help set up your home office with ergonomic equipment.
- Annual company‑wide retreat (virtual or in‑person) to celebrate achievements and build camaraderie.
How to Apply
Ready to make a real impact? Click the link below to submit your application and join a team that values innovation, customer focus, and personal growth.
Join brighthush Today!
At brighthush, you’re not just filling a role—you’re becoming part of a mission to light up communities with reliable, high‑speed connectivity. If you’re passionate about technology, dedicated to customer success, and eager to grow in a supportive, remote environment, we want to hear from you. Apply now and help us shape the future of internet service.
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