Experienced Level 2 Customer Support Representative – 24/7 Technical Support & Ticket Resolution Specialist

About brighthush

brighthush is a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, our engineers collectively hold over 38 Microsoft certifications, making us the go-to experts for technology modernization, business strategy, and cloud transformation initiatives. We empower businesses worldwide to harness the full potential of the cloud while delivering unparalleled customer service and technical excellence.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that our greatest asset is our people. We foster a culture of diversity, inclusion, and continuous learning. Our employees enjoy:

• Dedicated time and resources to pursue Microsoft certifications and other industry credentials.
• Opportunities to collaborate with non‑profit organizations and community initiatives.
• A supportive environment where integrity, heart, and innovation are not just buzzwords but guiding principles.
• Clear career pathways from Level 1 to Level 3 support, and beyond into technical leadership, project management, or solution architecture.

Position Overview

As a Level 2 Customer Support Representative (CSR‑L2) at brighthush, you will be the linchpin in our Managed Operations Center. You will leverage entry‑level technical knowledge to provide exceptional service to our managed services clients, troubleshoot tickets, and ensure timely resolution within a 24/7/365 helpdesk environment. Whether you work from our San Diego headquarters or remotely, you will be part of a high‑performing team that values ownership, accountability, and continuous improvement.

Key Responsibilities

• Answer incoming help‑desk inquiries via phone and email, creating a positive first impression of brighthush.
• Use your technical acumen and company processes to prioritize the urgency of each ticket.
• Create and manage tickets in the ConnectWise ticketing system, assigning them to the appropriate team members.
• Monitor ticket boards, ensuring tickets are responded to by Technical Support Specialists within the required timeframe.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English‑speaking clients.
• Document all client interactions and resolution efforts in the internal ticketing system.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data and supporting mission‑critical environments.
• Adhere to all brighthush policies, procedures, and compliance requirements.
• Participate in continuous improvement initiatives and training programs to enhance service quality.

Essential Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of entry‑level troubleshooting experience (networking, server/OS, desktop, virtualization).
• Strong organizational and problem‑solving skills with the ability to prioritize multiple responsibilities in a fast‑paced environment.
• Demonstrated history of taking ownership and accountability for assigned tasks.
• Excellent oral and written English communication skills.
• Demonstrated integrity and the ability to maintain client confidentiality.
• Working knowledge of business applications, including the Office365 suite (Teams, Outlook, SharePoint, etc.).
• Experience with ticketing systems (ConnectWise preferred).

Preferred Qualifications

• Microsoft or other technical certifications (e.g., Microsoft Certified: Azure Fundamentals, CompTIA A+, Network+).
• Passion or interest in progressing a career in Information Technology Services.
• Experience with basic troubleshooting of desktop, server/OS, and networking issues.
• Exposure to cloud services and virtualization platforms.

Core Skills & Competencies

• Customer‑centric mindset with a drive to deliver exceptional service.
• Strong analytical and diagnostic skills.
• Effective communication across technical and non‑technical audiences.
• Adaptability to changing priorities and shifting workloads.
• Team collaboration and knowledge sharing.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Level 2 CSR, you will:

• Progress to Level 3 support, gaining deeper technical expertise and higher responsibility.
• Transition into specialized roles such as Cloud Engineer, Solutions Architect, or Technical Project Manager.
• Earn Microsoft certifications and other industry credentials with financial support and study time.
• Participate in leadership training, mentorship programs, and cross‑functional projects.
• Attend conferences, webinars, and workshops to stay ahead of emerging technologies.

Work Environment & Culture

brighthush offers a dynamic, inclusive, and collaborative work environment. Whether you are in our open‑concept call center or working from a home office, you will experience:

• A 24/7/365 helpdesk that supports clients worldwide.
• Flexible shift schedules aligned with business needs.
• A culture that values integrity, heart, and innovation.
• Regular team‑building events, hackathons, and community service opportunities.
• Transparent communication from leadership and a clear path for career advancement.

Compensation & Benefits

We offer a competitive compensation package and a comprehensive benefits program designed to support your well‑being and professional growth.

• Base Salary: $21.00 – $25.00 per hour, commensurate with experience and certifications.
• Paid Time Off (PTO): 80 hours in Year 1, 15 days accrued in Year 2, and 20 days accrued in Year 3+.
• Sick Time: 40 hours per calendar year.
• 401(k): Eligibility after 90 days; brighthush matches 50% of your first 6% contributions.
• Paid Holidays: 7 paid holidays annually + 1 floating holiday per year (additional after 5 years of service).
• Health & Wellness: Two medical plans with $0 cost for employee‑only coverage tiers, dental, vision, optional Flexible Spending Account, and telemedicine options.
• Life & AD&D: $100K policy provided at no cost.
• Employee Assistance Program: Free financial consultation, counseling services, and 24/7 traveler assistance.
• Cell Phone & Internet Reimbursement: $80 per month.
• Professional Development: Paid training, certification sponsorships, and conference attendance.

Why Our Employees Love Working at brighthush

Our core values—Integrity, Heart, and Innovation—are woven into every aspect of our organization. Employees appreciate:

• Transparent communication and recognition of achievements.
• Opportunities to make a tangible impact on clients and the community.
• A supportive environment that encourages experimentation and learning from mistakes.
• Work‑life balance facilitated by flexible schedules and remote work options.
• A culture that celebrates diversity and fosters inclusion at all levels.

How to Apply

Ready to join a team that values expertise, integrity, and continuous growth? Submit your application today and become part of brighthush’s mission to deliver world‑class technology services.