Customer Service Specialist – Technical Support & Case Management – Remote Albany, NY

About brighthush

brighthush is a leading technology and services partner that empowers businesses to unlock their full potential through innovative solutions and world‑class talent. With a global footprint spanning North America, Europe, and Asia, we collaborate with Fortune 500 leaders and emerging startups alike to drive digital transformation, streamline operations, and deliver measurable results. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. As we expand our support teams, we’re looking for a dedicated Customer Service Specialist who can become a trusted first point of contact for our technicians and contractors, ensuring seamless communication and rapid issue resolution.

Why Join brighthush?

• Work remotely from the comfort of your home while staying connected to a vibrant, global team.
• Enjoy a contract‑to‑hire pathway that offers stability and growth opportunities.
• Benefit from a competitive hourly rate of $22.00, with potential for overtime and performance bonuses.
• Access a comprehensive benefits package that includes medical, dental, vision, 401(k), life insurance, disability coverage, and more.
• Participate in ongoing training, certifications, and career development programs that keep you ahead of industry trends.
• Be part of a company that values diversity, equity, and inclusion, and that actively supports employee well‑being through an Employee Assistance Program and generous paid time off.

Key Responsibilities

As a Customer Service Specialist at brighthush, you will serve as the first line of support for our technicians and contractors. Your role will involve:

• Inbound Call Management: Receive and triage calls from contractors and technicians, providing timely and accurate assistance.
• Case Management: Log, track, and close support tickets in our internal system, ensuring all critical information is documented.
• Issue Research & Resolution: Investigate technical and procedural issues, collaborate with cross‑functional teams, and deliver effective solutions.
• Project Troubleshooting: Identify and resolve project‑related challenges that require immediate attention.
• Communication: Maintain clear, professional communication with internal stakeholders and external partners, keeping everyone informed of status and next steps.
• Prioritization & Attention to Detail: Evaluate the urgency of each case, prioritize accordingly, and maintain meticulous records.
• Continuous Improvement: Provide feedback on process gaps and suggest enhancements to improve service quality and efficiency.

Essential Qualifications

• Minimum of 2 years of corporate experience in customer support, administration, or a related field.
• Proven experience in a call center environment, handling high‑volume inbound calls.
• Strong computer literacy, including proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with ticketing or CRM systems.
• Excellent verbal and written communication skills.
• Ability to work independently in a remote setting while staying connected to team members.
• High level of professionalism, integrity, and a customer‑first mindset.

Preferred Qualifications

• Bilingual Spanish proficiency (speaking, reading, writing) – a plus but not mandatory.
• Experience in technical support for IT or engineering products.
• Knowledge of project management tools and methodologies.
• Previous exposure to remote work tools such as Zoom, Teams, and collaboration platforms.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).

Skills & Competencies

• Problem‑Solving: Ability to analyze complex issues and devise practical solutions.
• Time Management: Efficiently juggle multiple cases while meeting deadlines.
• Adaptability: Thrive in a fast‑changing environment and adjust to new processes quickly.
• Team Collaboration: Work effectively with cross‑functional teams, including engineering, operations, and project management.
• Customer Empathy: Understand and anticipate the needs of contractors and technicians.
• Technical Aptitude: Comfort with troubleshooting hardware, software, and network issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you will:

• Progress to senior support roles, such as Lead Support Analyst or Support Team Lead.
• Transition into specialized technical support or project management tracks.
• Access internal training programs, including certifications in IT, project management, and customer experience.
• Participate in mentorship initiatives that pair you with experienced leaders across the organization.
• Benefit from a culture that rewards innovation, initiative, and measurable impact.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and flexible work environment. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.
• Continuous Learning: Regular webinars, workshops, and knowledge‑sharing sessions.
• Employee Well‑Being: Access to mental health resources, wellness programs, and an Employee Assistance Program.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, shout‑outs, and incentive programs.

Compensation & Benefits

We offer a competitive hourly rate of $22.00 for this contract‑to‑hire position. As you transition to a permanent role, you will become eligible for a comprehensive benefits package that may include:

• Medical, dental, and vision insurance plans.
• Critical illness, accident, and hospital coverage.
• 401(k) retirement plan with pre‑tax and Roth options.
• Voluntary life and accidental death & dismemberment (AD&D) insurance for employees and dependents.
• Short‑term and long‑term disability coverage.
• Health Spending Account (HSA) for out‑of‑pocket medical expenses.
• Transportation benefits and commuter reimbursement.
• Employee Assistance Program for personal and professional support.
• Paid time off (PTO), vacation, and sick leave.

How to Apply

Ready to bring your expertise to brighthush? Submit your application through our careers portal. We review applications on a rolling basis and will contact qualified candidates promptly. The application deadline for this role is October 30, 2026.

Conclusion

As a Customer Service Specialist at brighthush, you will play a pivotal role in ensuring our technicians and contractors receive the support they need to succeed. Your dedication to problem‑solving, communication, and continuous improvement will directly impact the quality of our services and the satisfaction of our partners. If you thrive in a dynamic, remote environment and are eager to grow your career with a forward‑thinking organization, we invite you to apply today and join the brighthush family.