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About brighthush
brighthush is a global leader in customer experience management, delivering world‑class omnichannel support to Fortune 500 brands and emerging tech companies alike. With a workforce of over 500,000 professionals spread across 300 languages, brighthush blends cutting‑edge technology with human empathy to solve complex customer challenges in real time. Our hybrid model—combining remote and on‑site solutions—has positioned us as a top employer, earning recognition in Fortune’s “Best Workplaces” list and the Great Place to Work® certification in more than 60 countries.
Why brighthush?
At brighthush, we believe that every employee is the cornerstone of our success. We invest in your growth, celebrate your achievements, and foster a culture where integrity, respect, professionalism, innovation, and commitment are not just buzzwords—they’re the foundation of everything we do. Whether you’re a seasoned tech expert or a customer‑centric newcomer, you’ll find a supportive environment that rewards curiosity, encourages autonomy, and rewards results.
Position Overview
We’re looking for a Remote Technical Customer Support Specialist to join our dynamic team in Canada. In this role, you’ll be the first line of defense for customers experiencing technical issues with our client’s products. You’ll troubleshoot, diagnose, and resolve problems across a range of devices—iOS, Android, Windows, macOS, tablets, and smartphones—while delivering a personalized, empathetic experience that exceeds expectations.
Key Responsibilities
- Provide first‑level technical support to customers via phone, chat, and email, ensuring a swift and accurate resolution.
- Diagnose and troubleshoot hardware, software, and connectivity issues using advanced diagnostic tools and established procedures.
- Maintain accurate, real‑time data entry in our CRM and ticketing systems, ensuring all interactions are logged for future reference.
- Build and nurture positive customer relationships by offering tailored solutions and proactive follow‑ups.
- Escalate complex issues to higher‑tier teams while keeping the customer informed of progress.
- Collaborate cross‑functionally with product, engineering, and quality assurance teams to resolve recurring problems.
- Adhere to SLA metrics, including response time, resolution time, and customer satisfaction scores.
- Participate in continuous improvement initiatives, sharing insights that help refine support processes.
- Stay current with product updates, industry trends, and emerging technologies to provide informed support.
- Maintain a professional, calm, and empathetic demeanor even under high‑pressure situations.
Essential Qualifications
- Minimum 6 months of customer‑facing experience (phone, chat, or in‑person).
- High school diploma or equivalent; a degree or certification in technology is a plus.
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel) and familiarity with CRM platforms.
- Fluency in English and French (both written and verbal) to serve a bilingual customer base.
- Typing speed of at least 30 words per minute and strong grammar skills.
- Reliable, high‑speed, hardwired internet connection and a quiet, dedicated workspace.
- Minimum age 18 years.
- Strong problem‑solving skills and the ability to navigate multiple systems simultaneously.
Preferred Qualifications
- Experience troubleshooting iOS, Android, Windows, macOS, and tablet devices.
- Previous exposure to technical support in a SaaS or cloud‑based environment.
- Knowledge of remote desktop tools and basic networking concepts.
- Experience with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
- Demonstrated ability to work independently in a fast‑paced, high‑volume setting.
Skills & Competencies
- Exceptional communication skills—active listening, empathy, and clear articulation.
- Strong analytical mindset with the ability to isolate root causes and devise effective solutions.
- Time‑management prowess: juggling multiple tickets, prioritizing tasks, and meeting deadlines.
- Adaptability: thriving in a dynamic environment and adjusting to evolving processes.
- Team collaboration: sharing knowledge, seeking feedback, and contributing to a positive culture.
- Resilience: maintaining composure under pressure and learning from setbacks.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to be as dynamic as the industry itself. We offer:
- Structured career ladders across technical, managerial, and specialist tracks.
- Paid, role‑specific training modules and certifications.
- Mentorship programs pairing you with seasoned experts.
- Access to a global knowledge base and continuous learning portal.
- Opportunities to transition into product support, quality assurance, or project management.
Work Environment & Culture
Our remote work model empowers you to balance professional success with personal well‑being. You’ll enjoy:
- Flexible scheduling: choose morning, afternoon, or night shifts with at least one weekend day per week.
- A supportive, inclusive culture that values diversity and encourages innovation.
- Regular virtual team events, knowledge‑sharing sessions, and wellness initiatives.
- Recognition programs that celebrate milestones, customer success stories, and personal achievements.
Compensation & Benefits
We offer a competitive hourly rate of $19.50 per hour, with the potential for overtime and performance bonuses. In addition:
- Health, dental, and vision coverage (for eligible employees).
- Paid time off and flexible holiday scheduling.
- Employee assistance program and mental‑health resources.
- Retirement savings plan with company match.
- Technology stipend to equip your home office.
How to Apply
Ready to join a team that values your expertise and supports your growth? Submit your application through our careers portal. If you need accommodations during the application process, please contact our local brighthush support team for assistance.
Join brighthush Today
As a Remote Technical Customer Support Specialist, you’ll be at the forefront of delivering exceptional customer experiences worldwide. Bring your passion for technology, your dedication to service, and your drive for continuous improvement to brighthush, and together we’ll shape the future of customer support.
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