Customer Support Specialist – Technical Troubleshooting & Client Success – Remote (Oregon) – Join brighthush

About brighthush

brighthush is a global technology leader that bridges the gap between the physical and digital realms. With a focus on precision positioning, advanced modeling, and data‑driven analytics, we empower essential industries—from construction and agriculture to transportation and utilities—to make smarter, faster, and more sustainable decisions. Our mission is simple: to create a world where technology seamlessly enhances everyday life, and where every customer feels supported, understood, and empowered. As we continue to expand our footprint across the globe, we are looking for passionate, customer‑centric professionals to join our team and help us deliver world‑class support to our diverse client base.

Why brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of lasting relationships and product success. Our culture is built on collaboration, continuous learning, and a relentless commitment to excellence. When you join us, you’ll experience:

• Impactful Work: Every interaction you handle directly influences the satisfaction and success of our clients, driving real business outcomes.
• Growth Opportunities: We invest heavily in professional development, offering mentorship, certifications, and cross‑functional projects that accelerate your career.
• Inclusive Environment: Diversity, equity, and inclusion are not buzzwords for us—they are the foundation of our decision‑making and innovation.
• Work‑Life Balance: With a fully remote model, you can work from anywhere in Oregon, enjoying flexible hours that respect your personal commitments.
• Competitive Compensation: We offer a comprehensive salary package, performance bonuses, and a suite of benefits that support your well‑being.

Role Overview

As a Customer Support Specialist at brighthush, you will be the first line of defense for our customers, providing timely, accurate, and empathetic assistance across multiple channels. You will troubleshoot technical issues, guide users through product features, and collaborate with engineering, product, and sales teams to resolve complex problems. Your expertise will help shape the customer experience, ensuring that every interaction reflects brighthush’s commitment to quality and innovation.

Key Responsibilities

• Multi‑Channel Support: Deliver high‑quality assistance via chat, email, and phone, ensuring consistent communication standards across all touchpoints.
• Technical Troubleshooting: Diagnose and resolve software, hardware, and connectivity issues, leveraging your deep understanding of Windows, macOS, Android, iOS, and Google Suite.
• Case Management: Log, track, and close support tickets using our internal ticketing system, maintaining meticulous documentation for future reference.
• Knowledge Base Enhancement: Contribute to and refine our internal knowledge base, creating clear, concise guides that empower customers and reduce repeat inquiries.
• Customer Advocacy: Act as a trusted advisor, gathering feedback and communicating user insights to product and engineering teams to drive continuous improvement.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Team Collaboration: Participate in daily stand‑ups, knowledge sharing sessions, and cross‑functional projects to foster a unified support ecosystem.

Essential Qualifications

• Bachelor’s degree in a related field (or equivalent professional experience).
• Minimum of 2 years of customer support experience, preferably in a technical environment.
• Proficiency with computer systems, operating systems (Windows, macOS), mobile platforms (Android, iOS), and productivity suites (Google Workspace, Microsoft Office).
• Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Demonstrated troubleshooting ability, with a methodical approach to diagnosing and resolving issues.
• Experience using ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience in the technology or SaaS industry, especially with positioning or data analytics solutions.
• Knowledge of API integrations and basic scripting (Python, PowerShell).
• Previous remote work experience, with proven ability to maintain productivity and communication from a home office.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.
• Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Google Workspace Administrator.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Aptitude: Quick learner who can adapt to new technologies and troubleshoot effectively.
• Problem‑Solving: Analytical thinker who can break down complex issues into actionable steps.
• Communication: Clear, concise, and empathetic communication across all channels.
• Collaboration: Ability to work seamlessly with cross‑functional teams and share knowledge.
• Time Management: Efficiently prioritize tasks to meet deadlines and support metrics.
• Adaptability: Comfortable with change and able to thrive in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the technology we build. As a Customer Support Specialist, you will:

• Progress to Senior Support Engineer or Support Team Lead roles, taking on greater responsibility and mentorship.
• Transition into Product Management or Technical Account Management positions, leveraging your deep customer insights.
• Participate in cross‑departmental projects that influence product roadmap and customer experience.
• Earn certifications and attend industry conferences, with brighthush covering related expenses.
• Benefit from a structured learning & development program that includes online courses, workshops, and peer‑learning sessions.

Work Environment & Culture

Our remote-first culture means you can work from the comfort of your home in Oregon while staying connected to a vibrant, global team. We provide:

• Fully equipped home office stipend to ensure you have the tools you need.
• Regular virtual team building events, hackathons, and knowledge‑sharing webinars.
• Open communication channels, including Slack, Teams, and weekly all‑hands meetings.
• A culture of transparency, where your ideas and feedback are valued and acted upon.
• Flexible work hours that respect your personal commitments and promote a healthy work‑life balance.

Compensation & Benefits

While the base salary for this role ranges from $33,196 to $41,496 per year, we also offer a comprehensive benefits package designed to support your health, wealth, and well‑being:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible vacation policy.
• Parental leave policy that supports new parents.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with attractive incentives.

How to Apply

Ready to take the next step in your career and join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and start your journey with brighthush today.