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About brighthush
brighthush is a forward‑thinking technology leader that empowers industries with cutting‑edge software, tools, and services designed to enhance safety, reliability, and operational excellence. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is poised to shape the future of industrial technology. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your ideas matter and your growth is a priority.
Why This Role Matters
As a Tier 1 Technical Customer Support Specialist, you will be the first line of defense for our customers, ensuring that every interaction is a positive experience. You’ll dive into the intricacies of our flagship Reliability software suite, troubleshoot issues across Microsoft and web‑based platforms, and help users unlock the full potential of our solutions. This role is a gateway to a career path that can lead to Account Management, Professional Services, Sales, or advanced Support roles—all within the brighthush ecosystem.
Key Responsibilities
- Customer Interaction: Respond to inbound calls, emails, chats, and web‑meeting requests from end users, partners, and internal stakeholders.
- Issue Diagnosis: Use analytical thinking and troubleshooting skills to identify root causes of software problems and provide accurate, timely solutions.
- Documentation: Log every interaction in our ticketing system with clear, concise notes that enable seamless hand‑offs and knowledge sharing.
- Multi‑Tasking: Manage multiple support tickets simultaneously while maintaining high quality and customer satisfaction.
- Team Collaboration: Work closely with senior support engineers, product managers, and sales teams to resolve complex issues and improve product usability.
- Continuous Learning: Stay current on product updates, industry trends, and emerging technologies that impact our customer base.
- Process Improvement: Identify recurring problems and propose enhancements to support workflows, knowledge bases, and training materials.
Essential Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field is preferred.
- Strong mechanical aptitude and a passion for problem solving.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Demonstrated ability to work independently, prioritize tasks, and meet deadlines in a fast‑paced environment.
- Experience with customer service or technical support roles is a plus.
- Basic knowledge of databases (SQL, NoSQL) and data querying is advantageous.
- Proficiency with Microsoft Office Suite, web browsers, and remote support tools.
Preferred Experience & Skills
- Hands‑on experience with enterprise software or SaaS platforms.
- Familiarity with troubleshooting Windows, macOS, and Linux operating systems.
- Experience using ticketing systems such as Zendesk, ServiceNow, or Jira.
- Knowledge of network protocols (TCP/IP, DNS, DHCP) and basic networking concepts.
- Understanding of industrial reliability metrics (MTBF, MTTR, OEE).
- Experience in a regulated industry (e.g., healthcare, manufacturing, utilities) is a plus.
What You’ll Gain
Career Growth: brighthush is committed to internal mobility. As you master Tier 1 support, you’ll have clear pathways to senior support, technical account management, or product specialist roles. Mentorship programs and leadership training will accelerate your professional development.
Learning & Development: Access to a curated learning platform, vendor certifications, and on‑the‑job training. You’ll also receive quarterly workshops on emerging technologies, customer success strategies, and industry best practices.
Work Environment: A hybrid model that blends remote flexibility with in‑office collaboration. Our Bonita Springs, FL office is a modern, open‑space hub equipped with state‑of‑the‑art tools and a vibrant community of innovators.
Culture & Values: brighthush thrives on a culture of inclusion, curiosity, and accountability. We celebrate diverse perspectives, encourage experimentation, and reward results that drive customer success and business impact.
Compensation & Perks
Competitive Salary: Base pay ranges from $51,300 to $85,700 annually, commensurate with experience and performance. We also offer a performance‑based bonus structure.
Benefits: Comprehensive health, dental, and vision plans; 401(k) with company match; generous paid time off; flexible work arrangements; and a wellness stipend.
Additional Perks: Employee stock purchase plan, tuition reimbursement, on‑site fitness center, and regular team‑building events. We also provide a modern, fully‑equipped home office stipend for remote employees.
How to Apply
If you’re ready to join a company that values innovation, customer obsession, and personal growth, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Tier 1 Technical Customer Support Specialist role at brighthush. Let’s build the future of reliability together.
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