Mid-Level Customer Service Analyst – Technical Support & Knowledge Management Specialist for Innovative Software Solutions at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers convenience retail and petroleum brands with cutting‑edge software solutions. Our mission is to streamline operations, enhance customer experiences, and drive profitability for our clients through intelligent, data‑driven platforms. With a culture rooted in collaboration, continuous learning, and a passion for solving complex problems, brighthush is the place where technology meets real‑world impact. If you thrive in a fast‑paced, customer‑centric environment and want to be part of a team that is reshaping the retail landscape, you’ll feel right at home here.

Why Join brighthush?

• Impactful Work: Your support and training will directly influence how our clients’ customers interact with their own brands.
• Growth Opportunities: We invest heavily in professional development, offering certifications, mentorship, and clear career pathways.
• Remote Flexibility: Work from anywhere in the United States while staying connected to a vibrant, distributed team.
• Competitive Compensation: We provide a comprehensive package that includes base salary, performance bonuses, and a robust benefits suite.
• Inclusive Culture: Diversity, equity, and inclusion are woven into every aspect of our operations, from hiring to day‑to‑day interactions.

Key Responsibilities

As a Mid‑Level Customer Service Analyst, you will be the frontline advocate for our clients’ end users. Your role blends technical troubleshooting, knowledge creation, and proactive support to ensure a seamless experience across all touchpoints.

• Customer Issue Resolution: Diagnose and resolve complex software issues via phone, remote session, or in‑person visits, ensuring high satisfaction scores.
• Case Documentation: Record detailed case notes in our ticketing system, capturing root causes, workarounds, and resolution steps for future reference.
• Knowledge Base Development: Author, edit, and maintain clear, concise knowledge articles that empower both clients and internal teams.
• Training & Enablement: Conduct live training sessions and create instructional materials to upskill customers on new features and best practices.
• On‑Call Support: Participate in a rotating on‑call schedule covering evenings, weekends, and holidays to provide rapid response to critical incidents.
• Process Improvement: Identify recurring issues and collaborate with product, engineering, and quality teams to drive systemic fixes.
• Stakeholder Collaboration: Work closely with Sales, Implementation, and Product Management to ensure a unified customer experience.

Essential Qualifications

• 3+ years of experience in a technical support or customer service role, preferably within software or SaaS environments.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and basic SQL querying skills.
• Strong analytical mindset with the ability to troubleshoot complex issues and think critically under pressure.
• Excellent verbal and written communication skills in English, with a knack for simplifying technical concepts for non‑technical audiences.
• Demonstrated experience in creating or maintaining knowledge base content and training materials.
• Comfortable with remote collaboration tools (Teams, Zoom, Slack) and ticketing systems (ServiceNow, Zendesk, or similar).
• Availability to work flexible hours, including evenings, weekends, and holidays, as part of an on‑call rotation.

Preferred Qualifications

• Experience in the convenience retail or petroleum industry, or with POS/CRM systems.
• Knowledge of SQL Server or other relational databases and ability to write basic queries.
• Certifications in customer support, technical writing, or related fields.
• Previous exposure to remote support for enterprise‑grade software solutions.
• Fluency in additional languages (Spanish, French, etc.) is a plus.

Key Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting across operating systems.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for improvement.
• Communication: Clear, concise, and empathetic communication in both written and verbal formats.
• Collaboration: Works effectively with cross‑functional teams and adapts to dynamic priorities.
• Time Management: Manages multiple tickets and projects simultaneously while meeting SLAs.
• Continuous Learning: Eager to stay current with industry trends, new technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Service Analyst, you’ll have access to:

• Structured mentorship programs pairing you with senior analysts and product experts.
• Internal training modules covering advanced SQL, cloud fundamentals, and customer success strategies.
• Cross‑departmental shadowing to understand the full product lifecycle from development to support.
• Annual learning stipend for external courses, certifications, or conferences.
• Clear promotion pathways to Senior Analyst, Team Lead, or Product Support Manager roles.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Weekly virtual town halls and team check‑ins to stay connected.
• Flexible work hours that respect personal commitments and promote work‑life balance.
• A collaborative platform where ideas are valued and feedback is constructive.
• Regular team celebrations, both virtual and in‑person, to foster camaraderie.
• Access to a digital wellness program, including mindfulness sessions and ergonomic resources.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for mid‑level technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match to help you plan for the future.
• Generous paid time off (PTO) and paid holidays.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Employee assistance program (EAP) for mental health and well‑being support.
• Remote work stipend to cover home office setup and internet costs.

How to Apply

If you’re ready to bring your technical expertise, customer‑first attitude, and passion for continuous improvement to a dynamic, growth‑oriented team, we’d love to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of retail technology.