Customer Service Associate & Technical Support Specialist – Remote, Tier 1/2 Troubleshooting, 6‑Month Contract to Hire

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., Zendesk, ServiceNow, 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 (Microsoft Office, Google Workspace, 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 Canvas, Blackboard, or Moodle.
• Familiarity with remote desktop tools (TeamViewer, Remote Desktop, etc.).
• Experience with ticketing systems like Zendesk, ServiceNow, or Jira Service Desk.
• 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 (CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, etc.).

Work Environment & Culture

Our remote-first culture means you can work from anywhere, as long as you’re available during Central Standard Time (CST) hours. We value flexibility, but also expect reliability and professionalism. Our team is diverse, inclusive, and driven by a shared passion for technology and customer success. We celebrate wins, learn from challenges, and support each other’s growth.

Compensation & Benefits

• Competitive hourly rate: $18 / hour.
• Full‑time remote position with flexible shift options (12 AM–9 AM, 10 AM–7 PM, 12 PM–9 PM, 9 AM–6 PM).
• Health, dental, and vision insurance (eligible after 30 days).
• Paid time off (PTO) and paid holidays.
• 401(k) matching program.
• Professional development stipend and certification reimbursement.
• Employee wellness program and mental health resources.
• Regular team virtual events and annual in‑person retreats.

Contract Details

This is a 6‑month contract position with the potential for conversion to a permanent role based on performance and business needs. The role is W2, fully remote, and requires availability during CST hours. Shift options include:

• 12 AM–9 AM (Wednesday–Sunday)
• 10 AM–7 PM (Friday–Tuesday)
• 12 PM–9 PM (Friday)
• 9 AM–6 PM (Wednesday–Sunday)

How to Apply

If you’re ready to join a dynamic support team where no two days are the same, we’d love to hear from you. Click the button below to submit your application and take the first step toward an exciting career at brighthush.

Apply Now

Join brighthush Today

At brighthush, we’re building the future of technology support. Your expertise will help us empower users worldwide, solve complex challenges, and drive continuous improvement. If you’re passionate about technology, customer service, and growth, apply now and become part of a team that values innovation, collaboration, and excellence.