Seasonal Remote Customer Success & Technical Support Specialist – 24/7 Global Support Operations (Florida & New York) – Champion Client Experience, Drive Innovation, and Deliver Technical Excellence at brighthush

Welcome to brighthush – Where Innovation Meets Customer Delight

At brighthush, we’re more than a technology provider; we’re a movement that reimagines how businesses connect with their customers. Our mission is to empower organizations worldwide with cutting‑edge networking solutions and world‑class support services that drive growth, resilience, and loyalty. With a fully distributed, 24/7 call center, we’ve built a culture that thrives on creativity, continuous learning, and a relentless focus on delivering exceptional service.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you become part of a vibrant, collaborative community that values innovation, transparency, and mutual respect. We believe that great customer service is the cornerstone of any successful technology business, and we invest heavily in our people to give them the tools, training, and autonomy they need to excel.

• Impactful Work: Your expertise will directly influence customer satisfaction and retention for our global client base.
• Career Growth: Structured career paths, mentorship programs, and access to industry certifications.
• Flexible Remote Environment: Work from anywhere in Florida or New York with a fully equipped home office setup.
• Competitive Compensation: Hourly rates that reflect your experience, with opportunities for performance‑based bonuses.
• Professional Development: Paid training, workshops, and a learning stipend to keep you at the forefront of technology trends.

Job Summary

As a Seasonal Remote Customer Success & Technical Support Specialist at brighthush, you will be the frontline advocate for our customers, delivering expert technical assistance across chat, email, and phone channels. Your role will encompass Level 2 support, advanced troubleshooting, and proactive account management, ensuring that every customer interaction is handled with precision, empathy, and efficiency.

Key Responsibilities

• Technical Support Excellence
  • Diagnose and resolve complex internet connectivity, networking, and device issues using industry‑standard tools.
  • Provide Level 2 support, including advanced troubleshooting, account permission management, and configuration changes.
  • Leverage tools such as Fresh Desk, Sonar CRM, and networking platforms like Rancid, Tacacs+, and Radius to streamline issue resolution.
  • Stay current with system updates, firmware releases, and security patches to maintain high service quality.
  • Collaborate with cross‑functional teams—Network Operations, IT, and Product Support—to resolve escalated issues.
• Customer‑Centric Support
  • Provide timely, professional assistance to customers experiencing technical difficulties via chat, email, and phone.
  • Communicate clear, actionable solutions in a customer‑friendly manner, ensuring understanding and satisfaction.
  • Maintain a positive, solution‑oriented attitude, even under high‑pressure situations.
  • Escalate unresolved or complex issues to appropriate internal teams while keeping customers informed.
• Ticket Management & Process Improvement
  • Document all interactions accurately in Fresh Desk, ensuring compliance with SLA requirements.
  • Prioritize, track, and close tickets efficiently to maintain high customer satisfaction scores.
  • Analyze ticket trends to identify recurring problems and recommend process improvements.
• Escalation & Collaboration
  • Act as the first point of escalation for complex technical issues, coordinating with Network Operations and IT.
  • Participate in cross‑departmental initiatives to refine support workflows and enhance customer experience.
  • Contribute to quality assurance programs, providing feedback on ticket handling and customer interactions.
• Quality Assurance & Knowledge Sharing
  • Adhere to brighthush’s service standards and compliance policies.
  • Engage in continuous improvement activities, including peer reviews and process audits.
  • Help develop and refine knowledge base articles and troubleshooting guides.

Essential Qualifications

• Minimum of 1 year of customer service and technical support experience, preferably in a call center or IT support environment.
• Proficiency with networking concepts (IP addressing, routing, VLANs, VPNs) and account permission management.
• Hands‑on experience with ticketing systems such as Fresh Desk and Sonar CRM.
• Strong written and verbal communication skills, with the ability to explain technical solutions clearly to non‑technical audiences.
• Availability for overnight shifts, weekends, and a rotating schedule to support 24/7 operations.
• Fluency in English; bilingual Spanish/English is a plus.

Preferred Qualifications

• Experience with advanced networking tools (e.g., Rancid, Tacacs+, Radius) and troubleshooting complex connectivity issues.
• Knowledge of cloud networking services (AWS, Azure, GCP) and VPN technologies.
• Certifications such as CompTIA Network+, CCNA, or equivalent.
• Previous experience in a remote, distributed team environment.
• Demonstrated ability to manage high ticket volumes while maintaining quality and compliance.

Skills & Competencies

• Problem‑solving mindset with a methodical approach to diagnosing and resolving issues.
• Exceptional customer‑service orientation, with a focus on empathy and proactive communication.
• Strong time‑management skills, capable of juggling multiple tickets and priorities simultaneously.
• Adaptability to rapidly changing technologies and evolving support processes.
• Team player who thrives in a collaborative, cross‑functional environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technical Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer or Team Lead role, overseeing a group of support agents.
• Transition into specialized technical domains such as Network Operations, Security, or Product Development.
• Earn industry certifications and attend conferences, workshops, and webinars at no cost.
• Participate in internal mentorship programs, pairing you with seasoned experts across the organization.

Work Environment & Company Culture

brighthush fosters a culture of innovation, transparency, and mutual respect. Our remote work model is designed to support work‑life balance while maintaining high levels of collaboration and engagement.

• Fully equipped home office stipend and ergonomic support.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Open communication channels with leadership, ensuring your voice is heard.
• Commitment to diversity, equity, and inclusion, with a workforce that reflects the communities we serve.

Compensation & Benefits

We offer a competitive hourly rate of $16–$18, commensurate with experience and performance. Additional benefits include:

• Paid training and onboarding program.
• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance options for full‑time employees.
• Retirement savings plan with company match (for full‑time roles).
• Flexible scheduling and the ability to choose shifts that fit your lifestyle.
• Professional development stipend for certifications, courses, and conferences.

How to Apply

If you are passionate about delivering high‑quality technical support and thrive in a collaborative, fast‑paced environment, we want to hear from you. Join brighthush and help us shape the future of customer experience.