BrightLink: Technical Support Specialist

BrightLink is looking for a team member that is passionate about helping others and will assist our clients in usage of our platform, Clarus. Be the first point of contact for technical issues and partner with clients to resolve those through support tickets. Occasionally, plan and deliver small projects in a consultative manner.

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:

• Provide production support for client reported issues
• Triage, categorize, and appropriately escalate inbound client requests
• Prioritize and respond to inbound customer tickets
• Using a troubleshooting mindset, resolve tier 1 technical issues and appropriately escalate to tier 2
• Act as product expert - Review and respond to all software issues as reported. Determine and report on system capabilities and restrictions. 
• Assess the customer's needs and translate into a business narrative for use by the BrightLink product organization.
• Build customer relationships to ensure customer retention and growth

Experience/Qualifications:

• Bachelor’s Degree
• 2-3 years of previous customer service technical experience
• Excellent written and oral communication skills
• Ability to tailor communication strategy to your audience
• Strong internal drive to deliver on commitments
• A sense of ownership, urgency, and personal pride in your work
• Strong awareness for matters that are urgent or could become urgent
• Confidence with many types of client interactions including the possibility of difficult discussions
• Possess humility with client and peer interactions and willingness to ask for guidance when necessary

Not required, but a plus: 

• Experience with JIRA, specifically Service Desk
• In-depth knowledge of the credentialing industry and understanding of 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.