Seasoned Customer Support Specialist – 24/7 IT Service Desk Champion for Global Digital Solutions at brighthush

About brighthush

brighthush is a trailblazer in the digital services arena, delivering end‑to‑end managed IT solutions that empower public sector agencies and commercial enterprises worldwide. From cloud, cybersecurity, and network operations to application development and managed mobility, our mission is to provide secure, efficient, and cost‑effective technology that drives measurable results. Recognized as a Top Workplace, brighthush is committed to fostering an environment where innovation, integrity, and collaboration thrive. Whether you’re a seasoned IT professional or a passionate customer‑first advocate, brighthush offers a platform to grow, learn, and make a tangible impact.

Why Join brighthush?

• Global Reach, Local Impact: Work with clients across the globe while contributing to solutions that improve everyday operations.
• Culture of Excellence: Our core values—Do What’s Right, Own the Outcome, Deliver for Our Customers, Think Bold, Act Smart, and Win Together—guide every decision and interaction.
• Career Growth: From mentorship programs to tuition assistance, we invest in your professional development.
• Work‑Life Balance: Remote flexibility, generous paid time off, and wellness initiatives keep you energized and focused.
• Competitive Compensation: Base salaries that reflect market standards, coupled with performance bonuses and comprehensive benefits.

About the Opportunity

brighthush is seeking a Customer Support Specialist to become the frontline guardian of our IT service ecosystem. This role is pivotal in ensuring that our clients experience seamless, reliable support around the clock. As a remote, U.S.‑based professional, you will be part of a dynamic team that values proactive problem‑solving, continuous improvement, and exceptional customer service.

Key Responsibilities

• Serve as the first point of contact for all user issues, providing 24/7/365 IT support across multiple channels (phone, email, chat, and ticketing).
• Apply ITIL‑based service management processes to log, classify, and resolve incidents and service requests, including move, add, change, and delete (MACD) account requests.
• Monitor incidents approaching SLA thresholds, escalating promptly to maintain accountability and ensure timely closure.
• Analyze incident trends and recurring issues, recommending process, tool, or knowledge‑base enhancements to elevate service quality and reduce incident volume.
• Collaborate with cross‑functional teams—network, security, application, and operations—to troubleshoot complex problems and implement long‑term solutions.
• Document solutions and best practices in the knowledge base, ensuring knowledge sharing and continuous improvement.
• Maintain a high level of customer satisfaction by delivering courteous, clear, and effective communication.
• Participate in on‑call rotations and after‑hours support as required, ensuring 100% coverage for critical clients.
• Contribute to quarterly service reviews, providing insights and metrics that drive service excellence.

Essential Qualifications

• Minimum of 2 years’ experience in an IT service desk or help‑desk environment, preferably within a managed services or cloud‑based organization.
• Strong understanding of ITIL principles and best practices for incident, problem, and change management.
• Proficiency in ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
• Excellent verbal and written communication skills, with the ability to translate technical concepts to non‑technical audiences.
• Demonstrated analytical thinking and problem‑solving abilities, with a track record of identifying root causes and implementing preventive measures.
• Experience with omnichannel support—phone, email, chat, and self‑service portals.
• Ability to work independently in a remote setting, managing time effectively and maintaining high productivity.
• U.S. citizenship and eligibility to complete a Public Trust background investigation or clearance.

Preferred Qualifications

• Certification in ITIL Foundation or higher (ITIL 4).
• Experience with cloud platforms (AWS, Azure, Google Cloud) and cybersecurity fundamentals.
• Knowledge of network operations, VPN, and endpoint management.
• Previous exposure to managed mobility solutions and mobile device management (MDM).
• Background in supporting public sector or regulated environments.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting client relationships.
• Technical Aptitude: Quick learner who can navigate complex systems and troubleshoot effectively.
• Collaboration: Works seamlessly with cross‑functional teams to resolve issues and improve processes.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Attention to Detail: Meticulous in documenting incidents, solutions, and knowledge‑base entries.
• Time Management: Prioritizes tasks efficiently, especially during peak support periods.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Annual performance reviews and personalized development plans.
• Tuition assistance for relevant certifications and courses.
• Internal mobility programs that allow you to explore roles in cybersecurity, cloud architecture, or project management.
• Mentorship from seasoned IT leaders who share insights and guidance.
• Access to industry conferences, webinars, and workshops to stay ahead of emerging trends.

Work Environment & Culture

brighthush champions a culture of inclusivity, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere in the U.S., supported by:

• High‑speed internet stipends and ergonomic equipment allowances.
• Virtual team‑building events and quarterly all‑hands meetings.
• Flexible work hours that accommodate different time zones and personal commitments.
• Open communication channels—Slack, Teams, and regular one‑on‑ones—to keep you connected.

Compensation & Benefits

We offer a competitive salary range that reflects your experience and expertise. In addition to base pay, you’ll enjoy:

• Performance‑based bonuses tied to service metrics and customer satisfaction.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) retirement plan with company match.
• Life and disability insurance.
• Paid time off, including vacation, sick leave, and holidays.
• Wellness stipend for gym memberships, mental health resources, and wellness apps.
• Pet insurance and commuter benefits.
• Annual flu shots and biometric screenings.
• Recognition programs—annual awards, service anniversaries, referral bonuses, and peer shoutouts.

How to Apply

If you’re ready to join a forward‑thinking organization that values integrity, ownership, and customer success, we encourage you to apply today. Submit your résumé and a brief cover letter outlining why you’re the ideal fit for the Customer Support Specialist role at brighthush.

Join brighthush – Where Your Impact Matters

At brighthush, we believe that every support ticket is an opportunity to strengthen relationships, improve processes, and drive innovation. As a Customer Support Specialist, you’ll be at the heart of our service delivery, ensuring that our clients experience seamless, reliable, and secure technology solutions. If you’re passionate about technology, dedicated to customer satisfaction, and eager to grow in a collaborative, remote environment, we want to hear from you.

Apply now and become part of a team that delivers excellence, embraces bold ideas, and celebrates shared success.