Senior Technical Customer Experience Specialist – Bilingual French & Spanish – Call Center Excellence & Innovation Lead at brighthush

About brighthush – Pioneering the Future of Integrated Security & Technology

brighthush stands at the forefront of the security and technology landscape, delivering cutting‑edge solutions that protect businesses, streamline operations, and elevate customer experiences worldwide. With a global presence spanning North America, Europe, and Asia, we combine industry‑leading hardware, software, and cloud services to create seamless, end‑to‑end protection platforms. Our mission is simple yet powerful: empower every organization to safeguard its assets, enhance operational efficiency, and delight its customers through intelligent, reliable technology.

At brighthush, we believe that our people are our greatest asset. We foster a culture of continuous learning, collaboration, and innovation, where every team member is encouraged to challenge the status quo, share ideas, and grow both personally and professionally. Whether you’re a seasoned veteran or an emerging talent, you’ll find a supportive environment that rewards curiosity, resilience, and a passion for excellence.

Why This Role Is a Game‑Changer

As a Senior Technical Customer Experience Specialist, you will be the frontline ambassador for our clients, translating complex technical concepts into clear, actionable guidance. Your role blends deep technical troubleshooting with empathetic relationship building, ensuring that every interaction not only resolves an issue but also strengthens the client’s trust in brighthush. If you thrive in fast‑paced, high‑impact environments, love mastering new technologies, and enjoy turning customer challenges into success stories, this is the place for you.

Key Responsibilities

• Customer Advocacy & Relationship Management: Act as the primary point of contact for high‑value clients, understanding their unique needs, anticipating challenges, and providing proactive solutions.
• Advanced Technical Troubleshooting: Diagnose and resolve complex issues across our integrated security suite, including hardware, firmware, cloud services, and enterprise software.
• Case Management & Documentation: Create, track, and close detailed cases using our CRM platform, ensuring accurate records of problem history, troubleshooting steps, and final resolutions.
• Escalation & Cross‑Functional Collaboration: Seamlessly coordinate with senior engineers, product specialists, and third‑party vendors to expedite resolution of escalated issues.
• Knowledge Sharing & Mentorship: Lead knowledge‑sharing sessions, contribute to internal wikis, and mentor junior representatives to elevate team performance.
• Performance Excellence: Consistently meet or exceed key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores.
• Continuous Learning & Innovation: Participate in ongoing training, webinars, and product demos to stay ahead of industry trends and emerging threats.
• Process Improvement: Identify bottlenecks, propose enhancements, and collaborate with operations to refine support workflows.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in a related field preferred.
• Minimum of 3 years’ experience in a technical customer support or call‑center role, ideally within a B2B environment.
• Proven track record of delivering exceptional customer service in a high‑volume, technical setting.
• Strong analytical and problem‑solving skills, with the ability to diagnose issues quickly and accurately.
• Excellent written and verbal communication skills in English; bilingual proficiency in French (Canadian) or Spanish is mandatory.
• Experience with CRM systems (e.g., Salesforce, ServiceNow) and ticketing platforms.
• Demonstrated ability to work independently and as part of a cross‑functional team.
• High level of professionalism, integrity, and a customer‑first mindset.

Preferred (Nice‑to‑Have) Qualifications

• Technical background in information technology, computer science, or a related discipline.
• Hands‑on experience with Windows, macOS, Linux, and common enterprise software suites.
• Familiarity with network protocols, VPNs, and basic cybersecurity concepts.
• Experience with TalkDesk, Genesys, or similar call‑center platforms.
• Knowledge of retail cash office operations or transaction handling.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).

Skills & Competencies for Success

• Technical Proficiency: Comfortable troubleshooting hardware, firmware, and software across multiple operating systems.
• Analytical Mindset: Ability to dissect complex problems, identify root causes, and devise effective solutions.
• Communication Excellence: Clear, concise, and empathetic communication in both written and spoken formats.
• Empathy & Active Listening: Build trust by truly understanding customer concerns and responding with genuine care.
• Time Management: Efficiently handle high call volumes while maintaining quality and accuracy.
• Adaptability: Thrive in a dynamic environment with evolving priorities and technologies.
• Team Collaboration: Share knowledge, support peers, and contribute to a collaborative culture.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent from the ground up. As a Senior Technical Customer Experience Specialist, you will have access to a wealth of growth opportunities, including:

• Structured onboarding and mentorship programs that pair you with seasoned experts.
• Regular skill‑building workshops covering product updates, soft skills, and industry best practices.
• Clear career pathways to roles such as Technical Support Lead, Product Specialist, Solutions Engineer, or Customer Success Manager.
• Cross‑departmental projects that expose you to sales, implementation, engineering, and product management teams.
• Annual performance reviews with actionable development plans and goal setting.
• Access to a learning portal featuring courses, certifications, and knowledge bases.

Work Environment & Company Culture

brighthush fosters a vibrant, inclusive culture where innovation thrives. Our call‑center hub in Jupiter, Florida, is a dynamic space that blends high‑tech infrastructure with a collaborative spirit. Key cultural pillars include:

• Diversity & Inclusion: We celebrate diverse perspectives and create an environment where every voice is heard.
• Continuous Improvement: We embrace a growth mindset, encouraging experimentation, learning from failures, and celebrating successes.
• Employee Well‑Being: Flexible work arrangements, wellness programs, and a supportive leadership team prioritize your health and happiness.
• Community Engagement: We partner with local nonprofits, host volunteer events, and support sustainability initiatives.
• Recognition & Rewards: Regular shout‑outs, peer‑to‑peer recognition, and performance‑based bonuses keep morale high.

Compensation, Perks, and Benefits

Base Pay: Competitive hourly rate starting at $17.00, with a premium of $18.00 for bilingual French (Canadian) or Spanish speakers. Pay increases are tied to performance, tenure, and skill development.

Benefits Package

• Comprehensive medical, dental, and vision insurance plans.
• Basic life, accidental death & dismemberment (AD&D), and disability coverage.
• 401(k) retirement plan with company match (subject to eligibility).
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation accrual at 3.08 hours biweekly; unused vacation is paid out where required by law.
• Employee assistance program and wellness resources, including mental health support.
• Professional development stipend and tuition reimbursement for relevant courses.
• Flexible work schedule with hybrid remote options after successful completion of the initial training program.

Training & Development Path

Your journey begins with an intensive 45‑day in‑person training program in Jupiter, Florida, where you will master our product portfolio, support protocols, and customer‑centric service philosophy. Upon successful completion, you transition to a hybrid model that blends remote work with periodic in‑office collaboration and refresher trainings. This structure ensures you are fully equipped to deliver top‑tier support while enjoying flexibility and work‑life balance.

How to Apply

Ready to elevate your career and join a team that values innovation, customer focus, and personal growth? Submit your application through our careers portal or contact our recruiting team directly. We look forward to exploring how your skills and passion align with brighthush’s mission to protect and empower businesses worldwide.

Join brighthush – Where Your Expertise Meets Impact

If you’re a dedicated, tech‑savvy professional who thrives on solving real‑world problems and delivering exceptional customer experiences, we want to hear from you. Bring your expertise, curiosity, and bilingual fluency to brighthush, and help us set new standards for service excellence in the security and technology industry.