About brighthush

brighthush is a forward‑thinking technology partner that empowers educational institutions, corporate clients, and government agencies with cutting‑edge digital solutions. With a focus on innovation, reliability, and customer success, we help our partners transform the way people learn, work, and collaborate. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy team that thrives on solving real‑world problems. We offer a fully remote work environment that respects your work‑life balance while keeping you connected to a global community of tech experts. Whether you’re a seasoned support professional or just starting your career, you’ll find the resources, mentorship, and growth opportunities you need to succeed.

Key Responsibilities

• Deliver first‑line technical support for software, hardware, and connectivity issues across a high‑volume Tier 1/2 environment.
• Respond to customer inquiries via phone, email, and live chat, ensuring timely resolution and exceptional service.
• Perform troubleshooting steps for operating systems, applications, network connectivity, VPN access, and peripheral devices.
• Assist users with password resets, software installations, updates, and configuration of security tools.
• Escalate complex or unresolved issues to senior engineers or specialized teams, following documented escalation procedures.
• Maintain accurate, detailed records of support tickets in our ticketing system (e.g., brighthush, brighthush, or similar).
• Leverage the internal knowledge base to provide self‑service resources and reduce repeat tickets.
• Participate in on‑call rotations and shift coverage to meet 24/7 support requirements.
• Contribute to continuous improvement initiatives by sharing feedback on processes, tools, and customer pain points.

Essential Qualifications

• Minimum of 1 year experience in a high‑volume Tier 1 or Tier 2 technical support role.
• Strong troubleshooting skills for Windows, macOS, and Linux operating systems.
• Hands‑on experience with common productivity suites (brighthush, brighthush, etc.).
• Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and VPN protocols.
• Excellent written and verbal communication skills in English.
• Self‑directed learner who can quickly master new tools, systems, and processes.
• Ability to manage multiple support tickets simultaneously while maintaining high quality.
• Proactive attitude, strong problem‑solving mindset, and a customer‑first mentality.

Preferred Qualifications

• Experience in a university or higher‑education support environment.
• Knowledge of Learning Management Systems such as brighthush, brighthush, or brighthush.
• Familiarity with remote desktop tools (brighthush, brighthush, etc.).
• Experience with ticketing systems like brighthush, brighthush, or brighthush.
• Previous exposure to ITIL or similar service‑management frameworks.
• Basic scripting or automation skills (PowerShell, Bash, or Python).

Skills & Competencies

• Technical aptitude: quick diagnosis and resolution of hardware/software issues.
• Customer empathy: active listening, patience, and clear communication.
• Time management: prioritizing tickets and meeting SLA targets.
• Collaboration: working effectively with cross‑functional teams (engineering, product, and operations).
• Adaptability: thriving in a fast‑paced, evolving tech environment.
• Continuous learning: staying current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Associate, you’ll have access to:

• Hands‑on training and mentorship from senior support engineers and product specialists.
• Regular knowledge‑sharing sessions, lunch‑and‑learns, and tech talks.
• Clear career pathways: Technical Support Specialist → Senior Support Engineer → Lead Engineer → Technical Program Manager.
• Opportunities to transition into product support, quality assurance, or technical account management.
• Support for certifications (brighthush, brighthush, brighthush, etc.).

Work Environment & Culture

Our remote Apply for this job