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About brighthush
At brighthush, we are redefining the way the world interacts with technology. Our mission is simple yet ambitious: to create seamless, human‑centric customer experiences that empower brands, delight users, and drive measurable business outcomes. With a presence in more than 60 countries and a multilingual workforce of over 500,000 professionals, we blend artificial intelligence, data analytics, and empathetic support to solve complex challenges in real time. Our hybrid model—combining remote flexibility with on‑site expertise—has earned us recognition on Fortune’s “Best Workplaces” list and Great Place to Work® certification across the globe. When you join brighthush, you’re not just taking a job; you’re becoming part of a movement that is shaping the future of customer service.
Why brighthush?
Every member of the brighthush family is a cornerstone of our success. We invest in your growth, celebrate your achievements, and foster a culture where integrity, respect, professionalism, innovation, and commitment are more than 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 recognizes results. Join us and become part of a team that thrives on continuous improvement and shared success.
Position Overview
We are seeking a Senior Remote Technical Customer Support Specialist to join our dynamic team in Canada. In this role, you will be the first line of defense for customers experiencing technical issues with our client’s products. You will 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. Your expertise will help us maintain the high standards of service that brighthush is known for worldwide.
Key Responsibilities
- First‑Line Technical Support: Provide timely, accurate assistance via phone, chat, and email, ensuring swift resolution of customer issues.
- Advanced Troubleshooting: Diagnose hardware, software, and connectivity problems using diagnostic tools, logs, and established procedures.
- Data Integrity: Maintain real‑time, accurate data entry in our CRM and ticketing systems, ensuring all interactions are logged for future reference.
- Customer Relationship Management: Build and nurture positive relationships by offering tailored solutions and proactive follow‑ups.
- Issue Escalation: Escalate complex issues to higher‑tier teams while keeping the customer informed of progress and expected resolution times.
- Cross‑Functional Collaboration: Work closely with product, engineering, and quality assurance teams to identify and resolve recurring problems.
- SLA Compliance: Adhere to SLA metrics, including response time, resolution time, and customer satisfaction scores.
- Continuous Improvement: Participate in initiatives that refine support processes, share insights, and drive operational excellence.
- Product Knowledge: Stay current with product updates, industry trends, and emerging technologies to provide informed support.
- Professional Demeanor: Maintain a calm, empathetic, and professional tone 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: Active listening, empathy, and clear articulation across all channels.
- Analytical Mindset: Ability to isolate root causes and devise effective solutions quickly.
- Time‑Management: 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 Senior 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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