Customer Support Analyst II – Advanced Technical Support & Customer Success Specialist in Healthcare Supply‑Chain Technology

About brighthush

brighthush is a global trailblazer in healthcare supply‑chain technology, delivering cloud‑based solutions that streamline procurement, inventory management, and data analytics for hospitals, pharmacies, and medical device manufacturers. Our mission is simple yet powerful: reduce costs, improve patient outcomes, and accelerate innovation by empowering organizations to make smarter, faster decisions through secure, automated workflows and real‑time insights.

We thrive on collaboration, continuous learning, and an unwavering focus on customer success. Diversity is not just a buzzword for us—it’s a core value. Curiosity is rewarded, initiative is celebrated, and every team member has the opportunity to shape the future of healthcare technology.

Why brighthush is the Place to Grow Your Career

• Impactful Work: Your support will directly influence the efficiency of hospitals and health systems worldwide, helping them save millions of dollars and deliver better patient care.
• Career Growth: We invest in professional development through mentorship, certifications, and cross‑functional projects that broaden your skill set.
• Inclusive Culture: brighthush values every voice and promotes a respectful, harassment‑free workplace.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, health benefits, retirement plans, paid time off, and tuition reimbursement.
• Work‑Life Balance: Flexible scheduling, remote options, and a supportive team that understands the demands of a 24/7 customer‑facing role.

Key Responsibilities

As a Customer Support Analyst II, you will be the trusted partner for brighthush’s most important customers. Your role blends technical expertise, problem‑solving, and customer advocacy to ensure seamless adoption of our platform.

• Serve as the primary point of contact for customers via phone, email, and the brighthush Community Web Portal.
• Diagnose and resolve complex technical issues related to the brighthush Internet B2B exchange system and associated growth products.
• Leverage Salesforce to log, track, and research customer interactions, ensuring accurate and timely documentation.
• Utilize the Customer Support Knowledge Base to provide instant solutions and contribute new entries that capture emerging issues and best practices.
• Collaborate with cross‑functional teams—Engineering, Product, Sales, and Operations—to develop and implement effective solutions.
• Escalate unresolved problems to the appropriate specialists, ensuring a smooth handoff and rapid resolution.
• Mentor and coach junior analysts (CSA‑I) to elevate team performance and knowledge.
• Participate in on‑call rotations for weekend and holiday coverage, maintaining high service levels around the clock.
• Identify process gaps and propose improvements that enhance customer experience and internal efficiency.
• Travel up to 20% of the time to meet with key clients, attend industry events, or support on‑site deployments.

Essential Qualifications

• BS/BA in Computer Systems, Information Technology, Business Administration, or a related field; or equivalent technical certification.
• Minimum of one year of experience supporting customers for ISP, ASP, or enterprise software applications.
• Strong technical troubleshooting skills across multiple platforms and proprietary products.
• Excellent verbal, written, and electronic communication abilities.
• Proven organizational skills with the capacity to meet deadlines while engaging with customers.
• Deep understanding of information system components—databases, user interfaces, and inter‑application logic.
• Self‑motivated learner who proactively seeks new knowledge and applies it to solve problems.
• Professional demeanor, positive attitude, and a genuine passion for customer success.
• Flexibility to work 8‑hour shifts during standard Customer Care Center hours (5:00 a.m. – 6:00 p.m. Mountain Time) and participate in on‑call rotations.
• Willingness to travel up to 20% annually.

Preferred Qualifications & Skills

• Experience in healthcare or supply‑chain technology environments.
• Strong process‑driven mindset with a focus on efficiency, organization, and planning.
• Attention to detail and a proactive, initiative‑taking attitude.
• Professional call handling and communication skills that reflect brand values.
• Accountability, integrity, and a positive, collaborative spirit.
• Ability to thrive in a fast‑paced, dynamic, and collaborative setting.

Core Competencies

To excel at brighthush, you should embody the following competencies:

• Customer‑Centric Mindset: Anticipate needs, empathize with challenges, and deliver solutions that exceed expectations.
• Analytical Thinking: Break down complex problems, identify root causes, and recommend actionable fixes.
• Technical Fluency: Comfortable navigating databases, APIs, and cloud‑based platforms.
• Collaboration: Work seamlessly with engineering, product, and sales teams to close the loop on issues.
• Continuous Improvement: Constantly evaluate processes, propose enhancements, and measure impact.
• Adaptability: Adjust quickly to changing priorities, new tools, and evolving customer demands.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions:

• Progression from Customer Support Analyst I → II → III, with increasing responsibility and autonomy.
• Cross‑training in Product Management, Engineering, and Sales to broaden your skill set.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
• Support for certifications such as Salesforce Administrator, ITIL, or cloud‑platform credentials.
• Mentorship programs that pair you with senior leaders for guidance and career planning.

Work Environment & Culture

brighthush fosters a culture where innovation meets compassion. Our teams collaborate across time zones, leveraging modern communication tools to stay connected. We celebrate wins—both big and small—through recognition programs, hackathons, and community outreach initiatives. Your voice matters; we actively solicit feedback to shape policies, processes, and product roadmaps.

Compensation & Benefits

While the base hourly rate for this role ranges from $21.63 to $26.92, the total compensation package includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to customer satisfaction and issue resolution metrics.
• Health, vision, and dental insurance plans for you and your dependents.
• Accident and life insurance options.
• 401(k) plan with company matching.
• Paid time off (vacation, sick leave, holidays) and flexible work arrangements.
• Tuition reimbursement for relevant courses and certifications.
• Employee wellness programs, including mental health resources and fitness stipends.
• Employee referral bonuses and recognition awards.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced tech environment, and want to make a tangible impact on healthcare supply chains, we want to hear from you. Submit your application through our careers portal, and include a cover letter that highlights your relevant experience and why you’re excited about the opportunity at brighthush.

Join brighthush – Where Innovation Meets Care

At brighthush, we’re not just building technology; we’re transforming the way healthcare organizations operate. As a Customer Support Analyst II, you’ll be at the forefront of this transformation, ensuring our customers achieve success and efficiency. If you’re ready to grow, learn, and contribute to a mission‑driven company, apply today and help us shape the future of healthcare technology.