Customer & Application Support Executive - US Operations.

Job Summary

BrightUI Technologies is looking for an Application Support Executive to support users of a US-based software application. This role primarily involves receiving a relatively low volume of support calls, understanding user issues, providing basic application assistance, documenting requests, and escalating technical issues to the appropriate engineering/support team.

Responsibilities

• Attend incoming customer/application support calls in English.
• Understand and document the users issue clearly.
• Provide basic guidance for application usage and known issues.
• Create and maintain support tickets with proper notes and follow-ups.
• Coordinate with BrightUIs technical team when an issue requires investigation.
• Follow defined troubleshooting procedures and escalation processes.
• Maintain professional communication with US customers.
• Record call/support outcomes and prepare shift handover notes.
• Learn the clients application and business workflow.
• Meet response and support SLA requirements.
• Work Schedule: 8-9 hour rotational shift aligned with US Eastern Time.
• Candidates must be comfortable working evening/night shifts.
• Exact shift timing and weekly offs will be communicated based on customer support coverage requirements.
• This position is being recruited for an upcoming US customer-support operation.
• Final shift allocation and joining date will be confirmed during the recruitment process.

Requirements

• Good spoken and written English
• Professional telephone communication
• Basic computer and web/mobile application knowledge
• Ability to understand software workflows
• Patience in handling customer issues
• Accurate documentation
• Willingness to work US-aligned/night shifts

Preferred qualifications

• Previous customer support experience
• Technical support experience
• Helpdesk experience
• BPO experience
• SaaS or software-support experience
• Familiarity with ticketing systems
• Knowledge of French or another international language