Technical Support Specialist

Join the BrightLink team as a Technical Support Specialist and embark on a journey of continuous learning, growth, and service. We’re on the lookout for someone who’s not just tech-savvy, but also passionate about assisting others. Be the face of technical support for our advanced platform, Clarus, and evolve with us as you transition from handling Tier 1 to Tier 2 issues. We believe in empowering our team, and as such, will provide you with comprehensive training to ensure your success.

Who is BrightLink?

BrightLink is a consultative, industry thought-leader building SaaS technology for the professional credentialing industry. At our core, we are passionate about helping people better their lives through the demonstration of skills. We build technology that delivers cognitive assessments and manages credentialing programs. We serve the professional credentialing, IT credentialing, and workforce development markets.

What are our team’s core values?

• Be remarkable
• Practice humble service
• Nurture enduring partnerships
• Always drive to deliver
• Seek pragmatic perfection
• Create positive personal growth
• Engage in camaraderie

Primary Job Responsibilities:

• Frontline Support: Serve as the primary point of contact for clients, addressing their technical concerns and ensuring a smooth user experience.
• Issue Management: Efficiently triage, categorize, and escalate inbound client requests using JIRA.
• Responsive Support: Prioritize and respond promptly to customer tickets, striving for excellence in both time to first response and resolution time.
• Problem Solving: Utilize a keen troubleshooting mindset to effectively resolve Tier 1 issues and, with time and training, handle advanced Tier 2 technical challenges.
• Product Mastery: Act as a product champion, familiarizing yourself with all facets of Clarus. Address software-related queries and provide insights on the platform’s capabilities and constraints.
• Customer Advocacy: Transform customer feedback and needs into actionable insights for the BrightLink product organization.
• Relationship Building: Foster and strengthen relationships with customers, ensuring their loyalty and advocating for their needs.

Experience/Qualifications:

• Relevant Experience: At least 2-3 years in a customer service technical role at a SaaS company
• Communication Prowess: Exceptional written and oral communication skills, with the adeptness to adjust your communication strategy based on the audience.
• Drive and Commitment: An intrinsic motivation to honor commitments and a sense of pride in your work.
• Urgency Awareness: A sharp eye for identifying urgent issues and proactively addressing potential challenges.
• Client Interaction: Confidence in handling diverse client interactions, including challenging conversations, using tools such as the Google Suite, Slack, and email.
• Team Player: Exhibit humility in interactions with both clients and peers, and a readiness to seek guidance when needed.
• Bonus Skills:
  • Familiarity with JIRA, especially Service Desk.
  • Comprehensive understanding of the credentialing industry and its market needs.

Benefits:

• Paid Vacation, Sick Days, and Corporate Holidays
• Quarterly Bonus Opportunities
• Subsidized Health and Vision Insurance
• 401k Plan (with corporate match)
• Quarterly Team / Company Activities
• Paid Sabbaticals
• Personal or Professional Growth Conference Stipends
• Highly-Collaborative, Talented Teams with Sustainably-Paced Workloads
• A Culture of Integrity, Flexibility, and Mutual Respect

Sure, we look like a technology company. Sharp people working really hard to do something that changes the world in a meaningful way.

However, if you look at our core values you'll notice BrightLink specifically focuses on positive personal growth. Whether it's our team members, clients, or client's clients this means our goal is to leave people better than we found them. You'll be surrounded by people with a drive to grow, discover, and build a better life. If this is something you're interested in, take a look at our currently open positions.