Remote Customer Support Specialist – Multi‑Channel Excellence in Alarms, Calls, Emails, Chats, and Service Requests for Facilities, Cities, Water, Sanitation, Wastewater, and Manufacturing

Introduction

At brighthush, we’re redefining the way critical infrastructure services are delivered across the United States. Our mission is to empower cities, water utilities, sanitation and wastewater operators, and manufacturing facilities with reliable, real‑time support that keeps their operations running smoothly. As a global leader in integrated service solutions, brighthush is committed to innovation, customer satisfaction, and the professional growth of every team member.

We’re looking for a highly motivated, customer‑centric Remote Customer Support Specialist to join our dynamic support team. In this role, you’ll be the first line of communication for a wide range of clients, handling alarms, calls, emails, chats, work orders, and service requests across multiple industries. If you thrive in a fast‑paced, data‑driven environment and enjoy solving complex problems while delivering exceptional service, we want to hear from you.

Key Responsibilities

• Multi‑Channel Support: Manage up to 70 inbound calls daily, as well as a comparable volume of outbound calls, emails, and live chats, ensuring timely and accurate responses.
• Issue Resolution: Diagnose and resolve technical and operational issues related to alarms, work orders, and service requests for facilities, water, sanitation, wastewater, and manufacturing clients.
• Database Navigation: Efficiently access and update client information, ticketing systems, and knowledge bases to maintain accurate records and provide real‑time updates.
• Escalation Management: Identify complex problems that require higher‑level intervention and coordinate with engineering, field service, and product teams to expedite resolution.
• Process Improvement: Continuously analyze support workflows, identify bottlenecks, and propose actionable improvements to enhance customer experience and operational efficiency.
• Quality Assurance: Adhere to company standards for call handling, documentation, and customer follow‑up, ensuring consistent, high‑quality service.
• Collaboration: Work closely with cross‑functional teams—including Sales, Product, and Field Operations—to share insights, provide feedback, and contribute to product enhancements.
• Self‑Management: Operate independently from a distraction‑free home office, maintaining focus, organization, and a professional demeanor throughout the shift.

Essential Qualifications

• Minimum of 2 years of experience in a customer support or technical support role, preferably in the utilities, manufacturing, or infrastructure sectors.
• Proven ability to handle high call volumes (70+ inbound calls per day) while maintaining accuracy and customer satisfaction.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow) and the ability to learn new platforms quickly.
• Excellent problem‑solving skills, with a methodical approach to diagnosing and resolving issues.
• Self‑motivated, disciplined, and capable of working independently in a remote setting.
• Reliable high‑speed internet connection, a dedicated phone line or VOIP setup, and a quiet workspace that meets brighthush’s quality standards.
• High school diploma or equivalent; associate’s or bachelor’s degree in a related field is preferred.

Preferred Qualifications

• Experience with alarm monitoring systems, SCADA, or industrial control systems.
• Knowledge of water and wastewater treatment processes, including regulatory compliance and operational best practices.
• Previous remote work experience in a high‑volume support environment.
• Familiarity with data analytics tools (e.g., Excel, Power BI) to track performance metrics and generate reports.
• Certifications in customer service, technical support, or related disciplines.

Skills & Competencies

• Customer‑First Mindset: Passion for delivering outstanding service and building lasting client relationships.
• Technical Aptitude: Comfortable navigating complex systems and troubleshooting technical issues.
• Time Management: Ability to prioritize tasks, manage multiple tickets simultaneously, and meet strict deadlines.
• Adaptability: Quick to learn new tools, processes, and industry trends.
• Collaboration: Strong teamwork skills, with the ability to communicate effectively across departments.
• Attention to Detail: Meticulous record‑keeping and a commitment to data accuracy.
• Resilience: Calm under pressure, with a proactive approach to problem resolution.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Remote Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering industry knowledge, product expertise, and advanced customer service techniques.
• Mentorship from senior support engineers and product specialists, providing guidance and career advice.
• Clear career pathways, including opportunities to advance to Senior Support Specialist, Team Lead, or Technical Account Manager roles.
• Cross‑functional projects that allow you to gain exposure to product development, field operations, and strategic initiatives.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Company Culture

Working remotely for brighthush means you’ll enjoy the flexibility of a home office while being part of a vibrant, collaborative team. Our culture is built on:

• Inclusivity: A diverse workforce that values different perspectives and encourages open dialogue.
• Innovation: A culture that rewards creative problem‑solving and continuous improvement.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and support for mental and physical well‑being.
• Regular virtual team events, knowledge‑sharing sessions, and community outreach initiatives.
• Transparent communication from leadership, ensuring every team member feels heard and informed.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses and incentive programs tied to customer satisfaction and operational metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid parental leave, sick leave, and vacation time.
• Professional development stipend for courses, certifications, and conferences.
• Access to a robust employee assistance program and wellness resources.

How to Apply

Ready to take the next step in your career and join a forward‑thinking organization that values your expertise? Click the link below to submit your application and become part of the brighthush family.

Apply to brighthush Today

Why brighthush?

At brighthush, you’ll be at the forefront of delivering critical services that keep communities safe and industries running efficiently. Your work will have a tangible impact on water quality, public health, and operational resilience. Join us and experience a career that blends technical challenge, customer impact, and personal growth—all from the comfort of your own home office.