Technical Support Representative

Location

Remote (Colombia) 

About the Role

We’re looking for a Customer Support Representative to join our growing global support team, with a primary focus on supporting customers across EMEA time zones. In this role, you’ll be on the front lines of the customer experience—handling technical inquiries, maintaining Help Center content, and guiding Freemium customers through onboarding and setup.

This role is ideal for someone early in their career who enjoys technical problem-solving, teaching others, and learning in a fast-paced SaaS environment. As BrightHire continues to scale, you’ll benefit from a flexible remote culture, close collaboration with a high-performing team, and opportunities to grow alongside our Interview Intelligence platform.

What You’ll Do

• Respond to customer inquiries via Slack, email, and chat, providing clear, friendly, and effective guidance on product usage and troubleshooting.
• Maintain detailed records of customer interactions, resolutions, and follow-ups to ensure a consistently high-quality support experience.
• Develop a deep understanding of BrightHire’s product features and stay up to date on new releases and enhancements.
• Educate customers on best practices and optimization strategies, incorporating customer feedback into support insights.
• Investigate, diagnose, and resolve technical issues efficiently; escalate and collaborate with Product and Engineering teams on complex or recurring issues.
• Contribute to the creation and maintenance of Help Center and knowledge base articles, including step-by-step guides and visual assets.
• Partner with the Product team to ensure documentation accurately reflects new features and product changes.
• Create short “how-to” video tutorials for the Help Center.
• Lead white-glove onboarding and education sessions for Freemium and trial customers, ensuring a smooth and confident start with BrightHire.
  
  

What You’ll Bring

• 1+ years of experience in customer service or technical support
• 1+ years of experience working with CRM and support ticketing systems
• 6+ months of experience using remote collaboration tools (e.g., Slack, Zoom)
• A startup mindset: adaptable, proactive, and eager to learn
• Experience supporting a B2B SaaS product (HR tech experience is a plus)
• Strong technical troubleshooting and problem-solving skills
• Comfort engaging customers via live video with patience, clarity, and enthusiasm
• Excellent written and verbal English communication skills
• A proven track record of delivering high customer satisfaction and service quality
• Ability to quickly learn new technologies and adapt to frequent product updates
• Experience collaborating cross-functionally to resolve complex technical issues