Seasoned Tier 1/2 Technical Support Specialist & Customer Service Associate – Remote, 6‑Month Contract to Hire – Join brighthush’s Innovative Tech Support Team

About brighthush

brighthush is a forward‑thinking technology partner that empowers educational institutions, corporate clients, and government agencies with cutting‑edge digital solutions. With a focus on innovation, reliability, and customer success, we help our partners transform the way people learn, work, and collaborate. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. As a remote‑first organization, brighthush offers a flexible work environment that respects your work‑life balance while keeping you connected to a global community of tech experts.

Why Join brighthush?

At brighthush, you’ll be part of a high‑energy team that thrives on solving real‑world problems. Whether you’re a seasoned support professional or just starting your career, you’ll find the resources, mentorship, and growth opportunities you need to succeed. We believe in investing in our people, fostering a culture of continuous learning, and celebrating every win—big or small. Your contributions will directly impact the success of our clients and the future of digital learning.

Key Responsibilities

• First‑line Technical Support: Deliver rapid, accurate assistance for software, hardware, and connectivity issues across a high‑volume Tier 1/2 environment.
• Multi‑Channel Communication: Respond to customer inquiries via phone, email, and live chat, ensuring timely resolution and exceptional service.
• Comprehensive Troubleshooting: Diagnose and resolve problems related to operating systems, applications, network connectivity, VPN access, and peripheral devices.
• Account Management: Assist users with password resets, software installations, updates, and configuration of security tools.
• Escalation Management: Escalate complex or unresolved issues to senior engineers or specialized teams, following documented escalation procedures.
• Ticketing Excellence: Maintain accurate, detailed records of support tickets in our ticketing system (e.g., brighthush Support System, brighthush Help Desk, or similar).
• Knowledge Base Utilization: Leverage the internal knowledge base to provide self‑service resources and reduce repeat tickets.
• On‑Call Participation: Participate in on‑call rotations and shift coverage to meet 24/7 support requirements.
• Continuous Improvement: Contribute to process enhancements by sharing feedback on tools, workflows, and customer pain points.

Essential Qualifications

• Experience: Minimum of 1 year in a high‑volume Tier 1 or Tier 2 technical support role.
• Technical Proficiency: Strong troubleshooting skills for Windows, macOS, and Linux operating systems.
• Productivity Suites: Hands‑on experience with common productivity suites (Microsoft Office, Google Workspace, etc.).
• Networking Fundamentals: Familiarity with TCP/IP, DNS, DHCP, and VPN protocols.
• Communication: Excellent written and verbal communication skills in English.
• Learning Agility: Self‑directed learner who can quickly master new tools, systems, and processes.
• Multitasking: Ability to manage multiple support tickets simultaneously while maintaining high quality.
• Customer‑First Mindset: Proactive attitude, strong problem‑solving mindset, and a genuine desire to help users succeed.

Preferred Qualifications

• Experience in a university or higher‑education support environment.
• Knowledge of Learning Management Systems such as Canvas, Moodle, or Blackboard.
• Familiarity with remote desktop tools (TeamViewer, AnyDesk, Remote Desktop Connection).
• Experience with ticketing systems like Zendesk, ServiceNow, or Freshservice.
• Previous exposure to ITIL or similar service‑management frameworks.
• Basic scripting or automation skills (PowerShell, Bash, or Python).

Skills & Competencies

• Technical Aptitude: Quick diagnosis and resolution of hardware/software issues.
• Customer Empathy: Active listening, patience, and clear communication.
• Time Management: Prioritizing tickets and meeting SLA targets.
• Collaboration: Working effectively with cross‑functional teams (engineering, product, and operations).
• Adaptability: Thriving in a fast‑paced, evolving tech environment.
• Continuous Learning: Staying current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Associate, you’ll have access to:

• Hands‑on training and mentorship from senior support engineers and product specialists.
• Regular knowledge‑sharing sessions, lunch‑and‑learns, and tech talks.
• Clear career pathways: Technical Support Specialist → Senior Support Engineer → Lead Engineer → Technical Program Manager.
• Opportunities to transition into product support, quality assurance, or technical account management.
• Support for certifications (CompTIA A+, Network+, Microsoft Certified: Azure Fundamentals, etc.).

Work Environment & Culture

Our remote work model empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We prioritize:

• Transparent communication through weekly all‑hands meetings and real‑time chat channels.
• Inclusive decision‑making that values every team member’s voice.
• Regular team‑building activities, both virtual and in‑person, to strengthen relationships.
• A culture that celebrates curiosity, experimentation, and continuous improvement.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that reflects the value of your expertise. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote environment.
• Professional development stipend for courses, conferences, and certifications.
• Employee referral bonuses and performance‑based incentives.
• Access to a modern, ergonomic home office setup through our equipment stipend.

How to Apply

If you’re ready to bring your technical expertise, customer‑centric mindset, and passion for learning to a dynamic, forward‑thinking team, we’d love to hear from you. Click the link below to submit your application and take the first step toward an exciting career with brighthush.