Senior Remote Bilingual Customer Service & Technical Support Specialist – Satellite & Streaming Solutions – Championing Exceptional Customer Experience, Upselling, and Technical Excellence at brighthush

Welcome to brighthush – Where Connectivity Meets Innovation

At brighthush, we’re not just a technology company; we’re a movement that redefines how people experience media, communication, and smart living. From cutting‑edge satellite television to immersive live‑streaming platforms, from intuitive smart‑home ecosystems to flexible mobile plans, our portfolio is engineered to keep families, businesses, and communities entertained, informed, and connected. Every product we deliver is a promise of reliability, accessibility, and brilliance – a promise we keep by putting the customer at the heart of everything we do.

Why Remote Work is a Game‑Changer at brighthush

Remote work at brighthush is more than a flexible arrangement – it’s a culture built on trust, transparency, and a shared commitment to customer obsession. From the moment you join, you’ll experience a supportive onboarding process, flexible scheduling, and the freedom to design your own workspace. Whether you’re a seasoned professional or just starting your career, brighthush provides the tools, training, and growth pathways to help you thrive from anywhere in the world.

Your Role: The Frontline Ambassador for Satellite & Streaming Excellence

As a Senior Remote Bilingual Customer Service & Technical Support Specialist, you will be the face and voice of brighthush’s satellite and streaming services. Your work will shape the first impression many customers have of our brand, ensuring they feel heard, supported, and valued. By resolving technical issues, answering billing questions, and guiding users through product features, you’ll directly influence customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Handle high‑volume inbound calls, chats, and emails from customers seeking billing, technical, or service support.
• Diagnose and resolve issues related to satellite TV, streaming, smart‑home devices, and mobile services using a structured troubleshooting framework.
• Promote and upsell brighthush products and services to enhance customer satisfaction and drive incremental revenue.
• Maintain accurate, real‑time documentation of customer interactions in our CRM system, ensuring data integrity and compliance.
• Collaborate with cross‑functional teams—Engineering, Product, Sales, and Operations—to close the loop on complex issues.
• Adhere to quality standards and performance metrics, including average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in continuous improvement initiatives, providing feedback on product usability and support processes.
• Mentor junior agents, sharing best practices and fostering a culture of excellence.

Day‑to‑Day Activities

• Engage with a diverse consumer base, providing solutions for billing inquiries, programming questions, and technical troubleshooting.
• Take back‑to‑back tech support or customer service calls throughout your shift, ensuring a consistent, high‑quality experience.
• Use your bilingual skills to communicate effectively in both English and Spanish, enhancing accessibility for our customers.
• Leverage product knowledge to recommend relevant upgrades or add‑ons that meet customer needs.
• Participate in ongoing training sessions to stay current on new features, policies, and industry trends.
• Document every interaction with clarity, capturing root causes, resolutions, and follow‑up actions.
• Escalate unresolved issues to specialized teams while keeping the customer informed of progress.
• Review and analyze performance dashboards to identify areas for improvement.

Essential Qualifications

• High school diploma or GED; additional coursework in communications, IT, or business is a plus.
• Minimum six months of customer service or technical troubleshooting experience, preferably in a call center environment.
• Fluency in English and Spanish, with strong verbal and written communication skills in both languages.
• Ability to work flexible shifts, including evenings, weekends, and holidays, to support a 24/7 customer base.
• Reliable home office setup with a stable, high‑speed internet connection (minimum 25 Mbps download, 2 Mbps upload).
• Proficient with PC, headset, keyboard, mouse, webcam, and Ethernet connectivity.
• Strong problem‑solving, multitasking, and resilience skills, with a customer‑centric mindset.
• Pre‑employment screening, including drug test and DMV check, to ensure a safe and secure work environment.

Preferred Qualifications

• Experience in the media, telecommunications, or technology support industry.
• Knowledge of satellite TV or streaming platforms, including common hardware and software issues.
• Previous remote work experience with a home‑office setup and self‑management skills.
• Certifications in customer service or technical support (e.g., brighthush A+).
• Experience with CRM systems such as brighthush.

Skills & Competencies

• Customer‑centric mindset: Passion for delivering exceptional service and building lasting relationships.
• Dependability & integrity: Handling confidential information with professionalism and trust.
• Continuous learning: Staying updated on new products, industry best practices, and emerging technologies.
• Interpersonal skills: Building rapport quickly with diverse customers and team members.
• Technical aptitude: Troubleshooting hardware, software, and network issues with confidence.
• Time‑management: Managing multiple tasks efficiently while maintaining high quality.
• Adaptability: Thriving in a fast‑paced environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. Within your first year, you’ll have the opportunity to:

• Advance to higher‑level support roles such as Senior Technical Specialist or Team Lead.
• Transition into product, sales, or operations positions based on your interests and performance.
• Participate in mentorship programs and peer learning groups to accelerate skill development.
• Access online learning platforms (e.g., brighthush Learning Hub) and receive tuition reimbursement for relevant courses.
• Earn certifications that enhance your career trajectory and marketability.
• Receive clear performance metrics tied to promotions, salary increases, and bonus opportunities.

Work Environment & Company Culture

Our remote culture is anchored in the following principles:

• Open communication: Regular virtual town halls, team stand‑ups, and feedback loops keep everyone aligned.
• Recognition & rewards: Achievements are celebrated through awards, shout‑outs, and spot bonuses.
• Diversity & inclusion: We champion a workplace that values diverse perspectives and fosters belonging.
• Collaboration: Cross‑functional projects and hackathons encourage innovation and teamwork.
• Wellness initiatives: Virtual fitness classes, mental health resources, and wellness stipends support holistic well‑being.

Compensation, Benefits & Perks

Competitive hourly rate starting at $15.00, with a $0.50 language differential for Spanish‑speaking agents. Additional incentives include:

• Shift differential: $2.00 extra for evening and weekend shifts.
• Performance bonuses tied to customer satisfaction and resolution metrics.
• Comprehensive health benefits: medical, dental, vision, life insurance, and HSA.
• Retirement plan: 401(k) with company match.
• Employee Stock Purchase Plan (ESPP).
• Paid time off, flexible vacation policy, and holiday pay.
• Tuition reimbursement for approved courses.

Exclusive Perks:

• Complimentary brighthush satellite TV service (value $114.99/month).
• Discounts on brighthush streaming and mobile plans.
• Access to the latest smart‑home devices for personal use.
• Employee referral bonuses and wellness stipends.
• Annual tech stipend for home office upgrades.

Technical Requirements for Remote Success

To ensure a smooth remote experience, you must have:

• Reliable high‑speed internet connection (minimum 25 Mbps download, 2 Mbps upload).
• Quiet, dedicated workspace free from distractions.
• Compatible PC or laptop with webcam, headset, and Ethernet port.
• Up‑to‑date operating system and software (Windows 10/11 or macOS).
• Strong time‑management skills to meet shift schedules and performance metrics.

How to Apply

Ready to join a team that values innovation, customer obsession, and personal growth? Click the link below to submit your application and take the first step toward an exciting career at brighthush.