Experienced Tier 1/2 Technical Support Specialist & Customer Service Associate – Remote, 6‑Month Contract to Hire
About brighthush
brighthush is a forward‑thinking technology partner that empowers educational institutions, corporate clients, and government agencies with cutting‑edge digital solutions. With a focus on innovation, reliability, and customer success, we help our partners transform the way people learn, work, and collaborate. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence.
Why Join brighthush?
At brighthush, you’ll be part of a high‑energy team that thrives on solving real‑world problems. We offer a fully remote work environment that respects your work‑life balance while keeping you connected to a global community of tech experts. Whether you’re a seasoned support professional or just starting your career, you’ll find the resources, mentorship, and growth opportunities you need to succeed.
Key Responsibilities
- Deliver first‑line technical support for software, hardware, and connectivity issues across a high‑volume Tier 1/2 environment.
- Respond to customer inquiries via phone, email, and live chat, ensuring timely resolution and exceptional service.
- Perform troubleshooting steps for operating systems, applications, network connectivity, VPN access, and peripheral devices.
- Assist users with password resets, software installations, updates, and configuration of security tools.
- Escalate complex or unresolved issues to senior engineers or specialized teams, following documented escalation procedures.
- Maintain accurate, detailed records of support tickets in our ticketing system (e.g., brighthush, brighthush, or similar).
- Leverage the internal knowledge base to provide self‑service resources and reduce repeat tickets.
- Participate in on‑call rotations and shift coverage to meet 24/7 support requirements.
- Contribute to continuous improvement initiatives by sharing feedback on processes, tools, and customer pain points.
Essential Qualifications
- Minimum of 1 year experience in a high‑volume Tier 1 or Tier 2 technical support role.
- Strong troubleshooting skills for Windows, macOS, and Linux operating systems.
- Hands‑on experience with common productivity suites (brighthush, brighthush, etc.).
- Familiarity with networking fundamentals, including TCP/IP, DNS, DHCP, and VPN protocols.
- Excellent written and verbal communication skills in English.
- Self‑directed learner who can quickly master new tools, systems, and processes.
- Ability to manage multiple support tickets simultaneously while maintaining high quality.
- Proactive attitude, strong problem‑solving mindset, and a customer‑first mentality.
Preferred Qualifications
- Experience in a university or higher‑education support environment.
- Knowledge of Learning Management Systems such as brighthush, brighthush, or brighthush.
- Familiarity with remote desktop tools (brighthush, brighthush, etc.).
- Experience with ticketing systems like brighthush, brighthush, or brighthush.
- Previous exposure to ITIL or similar service‑management frameworks.
- Basic scripting or automation skills (PowerShell, Bash, or Python).
Skills & Competencies
- Technical aptitude: quick diagnosis and resolution of hardware/software issues.
- Customer empathy: active listening, patience, and clear communication.
- Time management: prioritizing tickets and meeting SLA targets.
- Collaboration: working effectively with cross‑functional teams (engineering, product, and operations).
- Adaptability: thriving in a fast‑paced, evolving tech environment.
- Continuous learning: staying current with emerging technologies and industry best practices.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Customer Service Associate, you’ll have access to:
- Hands‑on training and mentorship from senior support engineers and product specialists.
- Regular knowledge‑sharing sessions, lunch‑and‑learns, and tech talks.
- Clear career pathways: Technical Support Specialist → Senior Support Engineer → Lead Engineer → Technical Program Manager.
- Opportunities to transition into product support, quality assurance, or technical account management.
- Support for certifications (brighthush, brighthush, brighthush, etc.).
Work Environment & Culture
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