Seasoned Customer Experience Technical Representative – Weekend Core Shift – Remote Wisconsin – brighthush

Introduction

At brighthush, we’re redefining what it means to put the customer first. Our mission is simple yet powerful: deliver exceptional, tech‑savvy support that turns every interaction into a memorable experience. As a leader in the power solutions industry, we’re proud to offer reliable, innovative products that keep homes and businesses running smoothly. Now, we’re looking for a dedicated Customer Experience Technical Representative to join our weekend core team and help us keep that promise alive.

Why brighthush?

Working at brighthush means you’ll be part of a forward‑thinking organization that values creativity, collaboration, and continuous learning. We invest in our people through comprehensive training, mentorship programs, and a culture that celebrates both individual and team achievements. Whether you’re troubleshooting a complex issue or simply answering a customer’s question, you’ll see the direct impact of your work on our customers’ lives.

Key Responsibilities

• Pass rigorous product and process testing after training to demonstrate mastery of our solutions.
• Document every customer interaction in real time using our state‑of‑the‑art CRM platform.
• Communicate with customers across multiple channels—phone, email, text, and chat—to provide timely, accurate assistance.
• Maintain and exceed contact center metrics, including customer satisfaction (CSAT), average handle time (AHT), and adherence to schedule.
• Diagnose and resolve both technical and non‑technical inquiries, ensuring a final resolution that meets or exceeds customer expectations.
• Guide customers through installation steps and real‑time troubleshooting, empowering them to solve issues independently.
• Research and utilize product documentation, knowledge bases, and internal tools to answer questions quickly and accurately.
• Stay current on product updates, service offerings, and promotional campaigns through ongoing training and self‑study.
• Escalate complex or unresolved issues to specialized teams, following established escalation protocols.
• Manage Outlook email inbox, calendar, and task list to stay organized and responsive.
• Perform additional duties as assigned, including data entry, reporting, and process improvement initiatives.
• Show flexibility by working overtime or adjusting shift times to meet business and customer needs.

Shift Details

This is a full‑time weekend shift role, covering Friday to Monday. Each shift lasts 10 hours, with start times ranging from 7:00 am to 9:00 am Central Time, depending on the schedule. The role is remote but requires you to be based in Wisconsin. Training occurs Monday‑Friday during the first shift, ensuring you’re fully equipped before you begin handling live customer interactions.

Essential Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum of 1 year in a customer service or technical troubleshooting role.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts in simple terms.
• Proficiency with computer systems, including Windows OS, Microsoft Office Suite, and CRM platforms.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Strong problem‑solving skills and a customer‑centric mindset.
• Physical ability to sit for extended periods, stand, walk, and occasionally lift up to 25 pounds.

Preferred Qualifications

• Prior contact center experience, especially in a technical support capacity.
• Experience handling high volumes of inbound calls and maintaining high CSAT scores.
• Familiarity with troubleshooting tools and diagnostic procedures for power and electrical products.
• Experience with remote support tools and screen‑sharing technology.
• Knowledge of safety regulations and best practices in the power solutions industry.

Core Skills & Competencies

• Technical Proficiency: Understanding of electrical systems, generators, and related equipment.
• Customer Focus: Empathy, patience, and a genuine desire to help customers succeed.
• Communication: Clear, concise, and professional communication across all channels.
• Adaptability: Ability to adjust to changing priorities and new product releases.
• Collaboration: Team player who shares knowledge and supports colleagues.
• Analytical Thinking: Ability to diagnose problems quickly and propose effective solutions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Technical Representative, you’ll have access to:

• Structured onboarding and continuous training programs that cover both product knowledge and soft skills.
• Mentorship from senior support engineers and product specialists.
• Clear career pathways into senior technical support roles, team leadership, or product management.
• Cross‑functional projects that expose you to sales, engineering, and marketing teams.
• Regular performance reviews and goal‑setting sessions to help you map out your career trajectory.

Work Environment & Company Culture

Our remote work model empowers you to balance professional responsibilities with personal life. At brighthush, we foster:

• A culture of transparency, where every team member’s voice is heard.
• Inclusive practices that celebrate diversity and encourage innovation.
• Regular virtual team‑building events, hackathons, and wellness initiatives.
• Access to cutting‑edge tools and technology that streamline your workflow.
• Recognition programs that reward outstanding performance and customer impact.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including holidays and sick leave.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work hours and remote work options.

How to Apply

Ready to bring your technical expertise and customer‑first mindset to brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and excellence.

Apply to This Job

Final Thoughts

At brighthush, every call, chat, and email is an opportunity to make a difference. If you thrive in a dynamic environment, love solving technical puzzles, and are passionate about delivering top‑tier customer service, we want to hear from you. Join us in shaping the future of power solutions and creating unforgettable experiences for our customers.