Customer & Application Support Executive – US Operations

Customer Support

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.

• Attend incoming customer/application support calls in English.
• Understand and document the user's issue clearly.
• Provide basic guidance for application usage and known issues.
• Create and maintain support tickets with proper notes and follow-ups.
• Coordinate with BrightUI's 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 client's 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.

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, and willingness to work US-aligned/night shifts.

Additional advantages:
Previous customer support, technical support, helpdesk, BPO, SaaS or software-support experience; familiarity with ticketing systems; and knowledge of French or another international language.