Remote Technical Customer Support Specialist – Advanced Troubleshooting & Client Success Champion – Fully Remote Work

About brighthush

brighthush stands at the forefront of customer experience innovation, orchestrating seamless omnichannel support for some of the world’s most iconic brands. With a global footprint that spans more than 300 languages and dialects, we empower customers to connect, resolve, and thrive—no matter where they are. Our hybrid model blends the flexibility of remote work with the collaborative energy of on‑site teams, creating a culture that values agility, empathy, and continuous learning.

Recognized as a “Best Employer” in 64 countries, brighthush is driven by a commitment to integrity, inclusion, and excellence. We believe that every interaction is an opportunity to build trust, and every team member is a vital contributor to our shared mission of redefining customer success.

Why Join brighthush?

At brighthush, we treat our people as our most valuable asset. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that nurtures growth, celebrates diversity, and rewards impact.

• Global Impact: Partner with leading brands and influence the next generation of customer experience solutions.
• Career Growth: Structured career ladders, mentorship programs, and cross‑functional projects that accelerate your trajectory.
• Flexibility: Fully remote work with flexible scheduling that respects your work‑life balance.
• Inclusive Culture: A diverse, respectful community where every voice is heard and valued.
• Competitive Compensation: Market‑aligned pay, performance bonuses, and comprehensive benefits.

Job Overview

We are looking for an energetic Technical Customer Support Specialist to become the first line of technical assistance for our global client base. In this role, you will diagnose, troubleshoot, and resolve complex technical issues across multiple channels—phone, chat, and email—while delivering a personalized, empathetic experience that turns challenges into opportunities for lasting relationships.

Key Responsibilities

• Provide first‑level technical support for a diverse portfolio of client products, diagnosing and resolving issues using established tools and procedures.
• Build and nurture positive customer relationships by offering tailored solutions and consistently exceeding expectations.
• Collaborate with cross‑functional teams—engineering, product, billing—to ensure seamless resolution of complex issues.
• Schedule service calls, follow up with customers, and document all interactions in the CRM system with precision and timeliness.
• Maintain accurate, real‑time data entry across prescribed applications, ensuring data integrity and audit readiness.
• Demonstrate exceptional call‑handling soft skills, including active listening, empathy, and clear communication.
• Adapt communication style to diverse audiences, reading verbal and non‑verbal cues to tailor solutions effectively.
• Handle inbound and outbound customer queries across multiple channels, prioritizing high‑impact issues.
• Approach problems with flexibility, adapting strategies without compromising outcomes or customer satisfaction.
• Participate in continuous improvement initiatives, providing feedback on processes, tools, and knowledge base content.
• Contribute to the development and maintenance of troubleshooting guides, FAQs, and knowledge base articles.
• Adhere to SLA commitments, ensuring timely resolution and escalation when necessary.
• Support the onboarding of new team members by sharing best practices and mentoring peers.

Essential Qualifications

• Minimum 6 months of customer‑facing experience (phone, chat, in‑person).
• High school diploma or equivalent; a degree or certification in technology is a plus.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and CRM platforms.
• Fluency in English and French (written and verbal) with a typing speed of at least 30 words per minute.
• Reliable, high‑speed wired internet connection at home.
• Minimum age 18.
• Strong problem‑solving skills and the ability to navigate multiple systems simultaneously.
• Excellent time‑management, multitasking, and organizational abilities.

Preferred Qualifications

• Experience troubleshooting iOS, Android, Windows, or macOS devices.
• Background in technical support or IT help desk roles.
• Knowledge of diagnostic tools and methodologies.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Previous exposure to a global, multilingual support environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and ownership of the customer journey.
• Technical Aptitude: Quick learning curve for new technologies and troubleshooting frameworks.
• Communication: Clear, concise, and empathetic communication across all channels.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment.
• Collaboration: Team player who seeks and shares expertise, challenges constructively, and supports peers.
• Resilience: Maintains composure under pressure, embraces feedback, and continuously improves.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with you. We offer:

• Structured career ladders across technical, managerial, and specialist tracks.
• Virtual training programs, certifications, and mentorship initiatives that keep you at the cutting edge.
• Opportunities to transition into product support, quality assurance, or process improvement roles.
• Access to global projects and cross‑functional teams that broaden your perspective and skill set.
• Regular performance reviews and personalized development plans to align your goals with organizational objectives.

Work Environment & Culture

Our remote work model empowers you to create a productive environment that fits your lifestyle. You’ll be part of a supportive, inclusive community that values autonomy, innovation, and continuous learning. At brighthush, we celebrate achievements, recognize milestones, and foster a culture where every team member can thrive.

We champion a culture of transparency, where ideas flow freely and collaboration transcends borders. Whether you’re troubleshooting a complex issue or brainstorming a new support workflow, your voice matters.

Compensation & Benefits

• Competitive Base Pay: Starting at $19.50 per hour, with potential for performance bonuses.
• Paid Training: All training programs are fully compensated.
• Health & Wellness: Comprehensive health, dental, and vision plans.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Flexible Schedule: 8‑hour shifts, 5 days a week, with options for morning, afternoon, or night shifts.
• Technology Stipend: Home office equipment allowance.
• Employee Assistance Program: 24/7 counseling and support services.
• Professional Development: Reimbursement for industry certifications and conferences.
• Wellness Programs: Virtual fitness classes, mindfulness sessions, and wellness stipends.

Schedule & Availability

We are looking for candidates with open availability across all shifts. The program operates Monday to Sunday, 24 hours a day. You will work 8‑hour shifts for 5 days a week, with at least one weekend day required. Flexibility to cover morning, afternoon, or night shifts is essential.

Location

Work from the comfort of your home in any of the following Canadian provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan.

How to Apply

If you are ready to join a dynamic, global team that values your expertise and supports your growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Remote Technical Customer Support Specialist role at brighthush.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We look forward to welcoming you to the brighthush family, where your passion for customer success and technical excellence will help shape the future of global customer experience.