Fiber Customer Support Analyst – Remote, Full‑Time, Customer Service & Technical Support Specialist

About brighthush

brighthush is a leading innovator in the telecommunications arena, dedicated to delivering high‑speed fiber connectivity that empowers individuals and businesses to thrive in an increasingly digital world. With a mission to connect people, places, and possibilities, brighthush blends cutting‑edge technology with a customer‑first philosophy. Our culture is built on collaboration, continuous learning, and a commitment to excellence that transcends the ordinary.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that is reshaping how people experience connectivity. Whether you’re a seasoned professional or just starting your career, we offer a dynamic environment where your voice matters, your growth is nurtured, and your impact is tangible. Remote work is fully supported, giving you the flexibility to balance professional ambition with personal life.

Key Responsibilities

• Customer Interaction: Serve as the first line of support for our fiber customers, handling inbound calls, emails, and chat inquiries with professionalism and empathy.
• Technical Troubleshooting: Diagnose and resolve a wide range of technical issues, from signal degradation to equipment malfunctions, using diagnostic tools and knowledge bases.
• Service Assurance: Monitor service performance, proactively identify potential outages, and coordinate with field teams to ensure minimal downtime.
• Documentation & Reporting: Accurately log all customer interactions, issue resolutions, and escalation actions in our CRM system.
• Shift Flexibility: Operate during evenings, weekends, holidays, and unscheduled shifts to meet the demands of a 24/7 service model.
• Continuous Improvement: Participate in post‑incident reviews, contribute to knowledge base updates, and suggest process enhancements.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Strong verbal and written communication skills in English.
• Demonstrated passion for customer service and a positive, solution‑oriented attitude.
• Ability to work independently in a remote setting while maintaining high productivity.
• Basic understanding of networking concepts (e.g., IP, DNS, fiber optics) is a plus.
• Comfortable using multiple software platforms simultaneously (CRM, ticketing, remote desktop).
• Availability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications

• Prior experience in a technical support or customer service role.
• Knowledge of fiber optic technology and troubleshooting tools.
• Experience with remote support tools and virtual collaboration platforms.
• Certification in IT support (e.g., CompTIA A+, Network+) or related fields.
• Multilingual abilities to serve a diverse customer base.

Skills & Competencies

• Problem‑Solving: Ability to analyze complex issues and devise effective solutions quickly.
• Technical Aptitude: Comfortable learning new technologies and troubleshooting hardware/software.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Time Management: Prioritize tasks, manage multiple tickets, and meet response time targets.
• Collaboration: Work seamlessly with cross‑functional teams, including field technicians and engineering.
• Adaptability: Thrive in a fast‑paced environment with evolving processes and technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Fiber Customer Support Analyst, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on the latest fiber technologies, customer service best practices, and industry trends.
• Clear career pathways to roles such as Senior Support Engineer, Technical Account Manager, or Field Operations Lead.
• Opportunities to contribute to product development and service improvement initiatives.
• Internal mobility across global teams, allowing you to broaden your skill set and cultural exposure.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and accountability. Our remote-first approach means you’ll have the freedom to work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Digital collaboration tools (Slack, Teams, Confluence).
• Access to a virtual office space for spontaneous brainstorming sessions.
• Regular virtual social events, wellness challenges, and community service projects.

We celebrate diversity and encourage every team member to bring their authentic self to work. Your ideas will be heard, and your contributions will shape the future of fiber connectivity.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary range of USD 41,522 – 88,738 per year for this full‑time role. In addition to base pay, you’ll enjoy:

• Generous Paid Time Off (PTO): Earn vacation days, sick leave, and personal days that grow with tenure.
• Tuition Reimbursement: Support for continuing education, certifications, and skill development.
• Retirement Plan: 401(k) with company match to help secure your future.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus mental health resources.
• Flexible Work Arrangements: Fully remote work with optional on‑site collaboration when desired.
• Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer shout‑outs.
• Technology Stipend: Equipment and internet allowance to ensure a productive home office.

How to Apply

Ready to make a difference in the world of fiber connectivity? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your unique skills and passion can help us deliver unparalleled service to our customers.