Customer Support Specialist – Tier 1 Technical Assistance, Remote, Client Success & Knowledge Management at brighthush

About brighthush

brighthush is a trailblazer in veterinary imaging technology, delivering cutting‑edge software that empowers veterinary practices, hospitals, and specialists to store, view, share, and report on diagnostic images—radiographs, ultrasound, CT, and more—securely from anywhere in the world. Our flagship Keystone PACS suite is engineered specifically for the veterinary industry, seamlessly integrating with leading practice management systems and powering teleconsultation workflows that help veterinarians make confident, data‑driven medical decisions. As part of the broader brighthush family, we are committed to innovation, quality, and the well‑being of animals and the professionals who care for them.

Why This Role Matters

As the first line of support for our veterinary partners, you will be the trusted voice that keeps their diagnostic workflows running smoothly. Your expertise will directly influence the quality of patient care, allowing veterinary teams to focus on what they do best—treating animals—while you handle the technical challenges that arise with our software. This role is pivotal in maintaining the high standards of reliability and customer satisfaction that define brighthush.

Key Responsibilities

• Client Interaction: Serve as the primary point of contact for veterinary practices and hospitals via phone, email, and live chat. Provide clear, empathetic, and concise assistance to users of all technical levels.
• Troubleshooting & Issue Resolution: Diagnose and resolve common issues related to access, connectivity, image viewing, sharing, user settings, and general “how‑to” questions. Use a structured approach to isolate problems and apply effective solutions.
• Escalation Management: Identify complex or high‑priority tickets that require deeper technical intervention. Escalate to Technical Support or Product teams with comprehensive, well‑documented notes, and maintain follow‑up until resolution.
• Knowledge Base Development: Create, update, and refine knowledge base articles, FAQs, and step‑by‑step guides. Ensure content is accurate, user‑friendly, and aligned with the latest product updates.
• Process Improvement: Monitor recurring issues and user feedback. Collaborate with product, engineering, and quality assurance teams to propose and implement improvements that reduce ticket volume and enhance user experience.
• Performance Metrics: Meet or exceed response and resolution time targets. Prioritize urgent requests that impact patient care, ensuring minimal downtime for critical veterinary operations.
• Documentation & Reporting: Log all interactions in our ticketing system with meticulous detail. Generate weekly and monthly reports on ticket trends, resolution rates, and customer satisfaction metrics.
• Continuous Learning: Stay current with product updates, industry trends, and emerging technologies in veterinary imaging and practice management.

Essential Qualifications

• Minimum of 2 years of experience in customer support or technical support, preferably within a SaaS or software environment.
• Proficiency with ticketing or help‑desk systems such as Zendesk, Freshdesk, or Jira Service Management.
• Exceptional verbal and written communication skills, with a demonstrated ability to explain technical concepts in plain language to non‑technical users.
• Strong problem‑solving mindset and meticulous attention to detail when documenting cases.
• Capacity to manage a high volume of support requests while effectively prioritizing tasks.
• Quick learner with the ability to adapt to new software and processes rapidly.

Preferred (Nice to Have) Qualifications

• Experience in veterinary, animal health, or healthcare technology sectors.
• Familiarity with medical imaging, PACS, or practice management software.
• Basic technical knowledge of networking, web browsers, and Windows operating systems.
• Previous exposure to remote or virtual support environments.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping veterinary professionals and a genuine interest in animal health.
• Technical Aptitude: Ability to quickly grasp new software features and troubleshoot technical issues.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Efficiently juggle multiple tickets, deadlines, and priorities.
• Collaboration: Works seamlessly with cross‑functional teams—product, engineering, and quality assurance—to drive continuous improvement.
• Adaptability: Thrives in a fast‑moving, evolving technology landscape.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear career path. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product releases, industry best practices, and advanced troubleshooting techniques.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
• Participation in cross‑departmental projects that influence product roadmap and customer experience.
• Access to a global network of professionals through virtual meetups, webinars, and internal communities.

Work Environment & Company Culture

brighthush is a fully remote, work‑from‑home organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Mission‑Driven Purpose: Every day, we contribute to better animal care and veterinary practice efficiency.
• Diversity & Inclusion: A welcoming environment where diverse perspectives are celebrated.
• Collaboration & Transparency: Open communication channels across all levels of the organization.
• Continuous Improvement: A culture that encourages experimentation, learning from failures, and celebrating successes.
• Employee Well‑Being: Supportive policies that prioritize mental and physical health.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for remote SaaS support roles.
• Annual performance bonus potential.
• Comprehensive health benefits: medical, dental, vision, basic life, AD&D, short‑ and long‑term disability, and voluntary life coverage.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) to support work‑life balance.
• Fully remote work‑from‑home setup, including a stipend for home office equipment.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and mental health resources.

Ready to Make a Difference?

If you are passionate about technology, customer service, and animal health, and you thrive in a fast‑paced, remote environment, we want to hear from you. Join brighthush and become part of a mission‑driven team that is redefining veterinary imaging and improving the lives of animals worldwide.

Apply today and help us bring clarity, speed, and confidence to veterinary diagnostics.