Seasoned Remote Customer Support Specialist – Multi‑Channel Technical Support Champion for Critical Infrastructure at brighthush – Alarms, Calls, Emails, Chats, Service Requests across Facilities, Municipalities, Water & Wastewater, Sanitation, and Manufacturing – Proven High‑Volume Support & SCADA Expertise

About brighthush and the Future of Critical Infrastructure Support

brighthush is more than a company; it’s a movement that is redefining how essential services—water, sanitation, wastewater, manufacturing, and municipal operations—are supported across the United States. In an era where infrastructure resilience is paramount, brighthush blends cutting‑edge technology with a customer‑first philosophy to empower cities, utilities, and industrial partners to maintain uninterrupted service, safeguard public health, and achieve operational excellence. Our remote support model delivers real‑time assistance that keeps critical systems running, no matter where our clients are located.

Why This Role Matters

As a Remote Customer Support Specialist, you will be the frontline guardian of our clients’ operational continuity. Your expertise will translate complex technical data into clear, actionable guidance, ensuring that alarms are addressed, service requests are resolved, and customers feel heard and valued. In a world where infrastructure reliability is paramount, your role directly influences community safety, environmental stewardship, and industrial productivity. You will be the bridge between technology and people, turning data into decisions that keep water flowing, factories humming, and cities thriving.

Key Responsibilities

• Multi‑Channel Engagement: Handle up to 70 inbound calls daily, along with a comparable volume of outbound calls, emails, live chats, and ticketed service requests. Deliver timely, accurate, and empathetic responses across all channels, ensuring a seamless customer experience.
• Technical Troubleshooting: Diagnose and resolve alarms, system alerts, and operational issues for facilities, water utilities, sanitation plants, wastewater treatment sites, and manufacturing plants. Apply methodical problem‑solving techniques to isolate root causes and recommend corrective actions.
• Data‑Driven Ticket Management: Navigate CRM and ticketing platforms (brighthush, brighthush, brighthush) to log, update, and close tickets. Maintain meticulous records and provide real‑time status updates to stakeholders.
• Escalation Coordination: Identify complex or high‑impact incidents that require engineering, field service, or product team intervention. Facilitate seamless hand‑offs and track resolution progress, ensuring no ticket falls through the cracks.
• Process Optimization: Continuously review support workflows, identify bottlenecks, and recommend actionable improvements. Collaborate with cross‑functional teams to implement best practices and elevate customer experience.
• Quality Assurance & Compliance: Adhere to brighthush’s service standards, documentation guidelines, and regulatory compliance requirements. Participate in regular quality audits and feedback loops to maintain excellence.
• Cross‑Functional Collaboration: Partner with Sales, Product, Field Operations, and Engineering to share insights, provide customer feedback, and contribute to product enhancements.
• Self‑Directed Remote Work: Operate from a dedicated, distraction‑free home office. Maintain focus, organization, and a professional demeanor throughout each shift.

Essential Qualifications

• Minimum 2 years of experience in customer or technical support, preferably within utilities, manufacturing, or infrastructure sectors.
• Proven ability to manage high call volumes (70+ inbound calls per day) while sustaining accuracy and customer satisfaction.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM and ticketing systems (brighthush, brighthush, brighthush) and a demonstrated capacity to learn new platforms quickly.
• Strong analytical and problem‑solving skills, with a methodical approach to diagnosing and resolving issues.
• Self‑motivated, disciplined, and capable of working independently in a remote environment.
• Reliable high‑speed internet connection, 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, regulatory compliance, and operational best practices.
• Previous remote work experience in a high‑volume support environment.
• Familiarity with data analytics tools (brighthush) to track performance metrics and generate reports.
• Certifications in customer service, technical support, or related disciplines.

Core 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 view every team member as a strategic asset. As a Remote Customer Support Specialist, you will benefit from:

• Structured onboarding and continuous training covering industry knowledge, product expertise, and advanced customer service techniques.
• Mentorship from senior support engineers and product specialists, offering guidance and career advice.
• Clear career pathways: advance to Senior Support Specialist, Team Lead, Technical Account Manager, or Product Support Engineer.
• Cross‑functional projects that expose you to product development, field operations, and strategic initiatives.
• Annual performance reviews with actionable feedback and personalized development plans.
• Access to a learning portal with courses, certifications, and conference sponsorships.

Work Environment & Company Culture

Remote work at brighthush means you can thrive from the comfort of your own home office while staying connected to 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? Submit your application through our careers portal and become part of the brighthush family.

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.