Senior Remote Customer Service Analyst – Enterprise Software & Hardware Support Specialist – Championing Customer Success, Product Excellence, and Innovation at brighthush

About brighthush

brighthush is not just a technology company; it’s a movement that redefines how businesses across retail, petroleum wholesale, and beyond interact with digital solutions. Founded in 1983, we have evolved from a small software house into a vibrant ecosystem of over 800 passionate professionals who thrive on innovation, customer experience, and deep industry insight. Our mission is clear: empower our clients to navigate a rapidly changing digital landscape by blending domain expertise with an unwavering commitment to quality, reliability, and customer satisfaction.

As a fully remote-first organization, brighthush offers the flexibility and autonomy that modern professionals crave. We believe that great talent can work from anywhere, and we provide the tools, resources, and culture to support high‑performance teams across the United States. If you are passionate about technology, customer success, and continuous improvement, we invite you to join our vibrant community of innovators.

Why This Role Matters

The Senior Remote Customer Service Analyst is a linchpin in our customer journey. You will be the first line of defense for customers experiencing software and hardware challenges, ensuring that issues are resolved quickly, accurately, and with a focus on delight. Your work directly influences product quality, customer retention, and the overall reputation of brighthush as a trusted partner. In this role, you will:

• Serve as the voice of the customer, translating their pain points into actionable insights for product and engineering teams.
• Act as a bridge between technical and non‑technical stakeholders, ensuring clear communication and alignment.
• Drive continuous improvement initiatives that elevate the customer experience and reduce recurring incidents.

Key Responsibilities

• Customer Issue Resolution: Provide expert support to customers encountering problems with brighthush Enterprise software and associated hardware. Diagnose, troubleshoot, and resolve issues using a systematic approach, ensuring minimal downtime and maximum satisfaction.
• Documentation & Escalation: Record detailed case notes, document root causes, and create actionable tickets. Escalate complex or high‑priority issues to the appropriate subject‑matter experts (SMEs) or engineering teams in a timely manner.
• Knowledge Base Development: Collaborate closely with SMEs and software engineers to author and maintain clear, concise knowledge‑base articles, FAQs, and troubleshooting guides that empower customers to solve common problems independently.
• Quality Assurance Participation: Assist in the testing of new software releases and enhancements. Provide feedback on usability, performance, and potential defects to help improve product quality before deployment.
• Change Request Creation: Translate customer feedback and recurring issues into well‑structured change requests. Work with product managers and developers to prioritize enhancements that add real value to our customers.
• Training & Knowledge Transfer: Occasionally lead virtual or in‑person training sessions for internal stakeholders and external customers. Share best practices, new features, and industry trends to elevate overall product adoption.
• Mentorship & Team Collaboration: Mentor junior analysts and new hires, fostering a culture of continuous learning and high performance. Provide constructive feedback and share insights to improve team efficiency.
• On‑Call Support: Participate in a rotating on‑call schedule to provide after‑hours, weekend, and holiday support. Ensure that critical incidents are addressed promptly, maintaining our commitment to 24/7 customer service.
• Process Improvement: Identify bottlenecks in support workflows and propose solutions that streamline ticket handling, reduce resolution time, and enhance customer satisfaction.
• Metrics & Reporting: Track key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores. Generate regular reports to inform leadership and guide strategic decisions.

Essential Qualifications

• Minimum of 2–3 years of experience in a technical customer support or service analyst role, preferably within enterprise software environments.
• Strong analytical mindset with the ability to dissect complex technical problems and devise effective solutions.
• Excellent written and verbal communication skills, capable of translating technical jargon into clear, customer‑friendly language.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and a solid understanding of database concepts.
• Experience troubleshooting software and hardware issues, including network connectivity, installation, and configuration challenges.
• Demonstrated ability to manage multiple tickets simultaneously while maintaining high quality and adherence to service level agreements (SLAs).
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.
• Strong organizational skills and a proactive approach to problem‑solving.

Preferred Qualifications

• Experience with Microsoft SQL Server or similar relational database systems.
• Prior exposure to brighthush Enterprise software or similar enterprise resource planning (ERP) solutions.
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or Jira Service Management.
• Knowledge of industry best practices in customer support, including the ITIL framework.
• Previous involvement in training or knowledge‑base creation initiatives.
• Certifications in customer service, technical support, or related fields (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals).
• Experience with scripting or automation tools (PowerShell, Python, or similar) to streamline support tasks.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships with clients.
• Problem‑Solving: Ability to think critically, identify root causes, and propose practical solutions.
• Technical Aptitude: Comfortable learning new software tools, platforms, and technologies quickly.
• Collaboration: Strong teamwork skills, with a track record of working effectively across cross‑functional groups.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot priorities as needed.
• Time Management: Skilled at prioritizing tasks, meeting deadlines, and managing workload in a remote setting.
• Communication: Clear, concise, and empathetic communication with customers, peers, and leadership.
• Data‑Driven Decision Making: Uses metrics and analytics to drive improvements and justify changes.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Remote Customer Service Analyst, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, technical skills, and soft‑skill development.
• Mentorship from senior analysts and subject‑matter experts, providing guidance and career coaching.
• Clear pathways to transition into technical support engineering, product management, quality assurance, or customer success leadership roles.
• Annual learning stipend to pursue certifications, conferences, or online courses that align with your career goals.
• Regular performance reviews with transparent metrics and promotion criteria that reward high impact and innovation.
• Opportunities to lead cross‑functional projects, hackathons, and process improvement initiatives.
• Access to internal knowledge‑sharing platforms and communities of practice.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and empowerment. Key highlights include:

• Fully remote work model with flexible hours to accommodate diverse time zones and personal commitments.
• Regular virtual town‑halls, team‑building events, and cross‑departmental hackathons to keep the community engaged.
• A commitment to diversity, equity, and inclusion, ensuring that every voice is heard and valued.
• Access to cutting‑edge collaboration tools (Slack, Microsoft Teams, Confluence) that enable seamless communication.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.
• Health‑first mindset with comprehensive wellness resources, including mental health support and flexible work‑life balance.
• Community outreach initiatives that allow employees to give back and make a positive impact.

Compensation & Perks

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote technical support roles in the United States.
• Performance‑based bonuses and incentive plans aligned with individual and team goals.
• Comprehensive health, dental, and vision insurance for employees and eligible dependents.
• 401(k) retirement plan with company match to help secure your future.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Quarterly perks program offering gift cards, wellness subscriptions, and exclusive discounts.
• Professional development budget covering certifications, training courses, and conference attendance.
• Leadership development initiatives for high‑potential employees.
• Remote work stipend to support home‑office setup and connectivity needs.
• Employee assistance program (EAP) for confidential counseling and support.

How to Apply

If you are ready to make a tangible impact on customer satisfaction, product quality, and the growth of a forward‑thinking company, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for the Senior Remote Customer Service Analyst role at brighthush. We look forward to exploring how your expertise and passion can contribute to our mission of delivering world‑class solutions to our clients.

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