Mid-Level Customer Service Analyst – Software Support & Technical Troubleshooting Specialist at brighthush

About brighthush

brighthush is a global technology partner that empowers the world’s most recognized convenience retail and petroleum brands with next‑generation software solutions. Our mission is simple yet powerful: “Connecting Convenience” across continents, enabling businesses to boost productivity, make data‑driven decisions, and engage customers faster through loyalty programs, shopper insights, and real‑time market intelligence. With a culture rooted in diversity, integrity, and continuous growth, brighthush is where innovation meets customer‑centric service.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, cross‑functional team that thrives on collaboration, creativity, and measurable impact. We invest heavily in our people, offering a comprehensive benefits package, flexible work arrangements, and a learning ecosystem that encourages professional certification and leadership development. Whether you’re a seasoned support professional or a rising star eager to shape the future of retail technology, brighthush provides the platform to grow, innovate, and make a difference.

Position Overview

We are seeking a dedicated Mid‑Level Customer Service Analyst to join our software support team. In this role, you will be the first line of defense for customers encountering software and hardware challenges. You’ll collaborate closely with subject‑matter experts, software engineers, and product managers to diagnose, resolve, and document issues, ensuring a seamless experience for our enterprise clients.

Key Responsibilities

• Provide expert, timely resolution for customer inquiries related to brighthush Enterprise software.
• Analyze complex technical problems, document root causes, and create detailed case notes for knowledge‑base enrichment.
• Partner with SMEs and software engineers to develop and maintain high‑quality knowledge‑base articles and troubleshooting guides.
• Participate in ongoing training sessions, quality assurance activities, and product beta testing to stay ahead of emerging trends.
• Generate change requests for software enhancements based on customer feedback and recurring issue patterns.
• Occasionally lead instructional sessions—both virtual and in‑person—on brighthush products and industry best practices for internal teams and external clients.
• Mentor junior analysts, fostering a culture of knowledge sharing and continuous improvement.
• Provide on‑call support during evenings, weekends, and holidays as part of a rotating schedule to ensure 24/7 customer coverage.

Essential Qualifications

• Exceptional customer‑service skills with a proven ability to build rapport and trust with diverse stakeholders.
• Strong analytical mindset capable of troubleshooting complex software issues and executing comprehensive test plans.
• Excellent written and verbal communication skills; adept at translating technical jargon into clear, layman’s terms.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to multitask, prioritize, and manage competing deadlines in a fast‑paced environment.
• Demonstrated experience in providing remote or in‑person training and support to end users.

Preferred Qualifications

• Experience with Microsoft SQL Server, including query writing and basic database troubleshooting.
• Prior exposure to brighthush Enterprise products or similar enterprise‑grade retail software.
• Background in quality assurance or software testing, with a focus on regression and performance testing.
• Knowledge of API integrations, data feeds, and mobile application ecosystems.

Core Skills & Competencies

• Technical Troubleshooting & Root‑Cause Analysis
• Customer Relationship Management (CRM) – proficiency in using ticketing systems such as ServiceNow or Zendesk.
• Documentation & Knowledge‑Base Management
• Cross‑Functional Collaboration – working seamlessly with engineering, product, and sales teams.
• Time Management & Prioritization – juggling multiple high‑impact tickets simultaneously.
• Continuous Learning – staying current with industry trends, new technologies, and best practices.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as the solutions we deliver. Starting as a Customer Service Analyst, you’ll have clear pathways to:

• Senior Analyst – deeper technical responsibilities and mentorship roles.
• Technical Support Lead – overseeing a team of analysts and driving process improvements.
• Product Support Engineer – collaborating directly with engineering on product enhancements.
• Customer Success Manager – shaping long‑term client relationships and strategic account plans.

We support your growth through a robust learning framework that includes access to industry certifications (e.g., ITIL, Microsoft Certified: Azure Fundamentals), internal training programs, and leadership development workshops.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and authenticity. Our hybrid work model offers the flexibility to balance remote and in‑office collaboration, ensuring you can work where you’re most productive. We celebrate diversity of thought, encourage curiosity, and foster an environment where every voice is heard. Our global teams regularly participate in hackathons, knowledge‑sharing sessions, and community outreach initiatives.

Compensation & Perks

While specific figures vary by location and experience, brighthush offers a competitive salary aligned with market standards. In addition to base pay, you’ll enjoy:

• Comprehensive health, dental, and vision coverage for you and your family.
• Flexible paid time off policy, including generous vacation, sick leave, and personal days.
• Quarterly perks program featuring gift cards, wellness subscriptions, and team‑building experiences.
• Retirement savings plan with company match.
• Continuous learning stipend for certifications, conferences, and online courses.
• Employee referral bonus program.

How to Apply

If you’re passionate about delivering world‑class support, thrive in a fast‑moving tech environment, and want to be part of a company that values growth and innovation, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can contribute to brighthush’s mission of connecting convenience worldwide.