Customer Service Representative – Remote Help Desk Specialist for CMS BOSC – Technical Support & Client Services

About brighthush and the Opportunity

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. With a legacy of compliance, innovation, and customer‑centric solutions, brighthush partners with the Centers for Medicare & Medicaid Services (CMS) to streamline access to healthcare data, improve patient outcomes, and support the nation’s most important public programs.

We are seeking a highly motivated, tech‑savvy Help Desk Customer Service Representative to join our remote team. In this role, you will be the first line of support for CMS’s BOSC (Business Operations Support Center) client, ensuring seamless access to critical systems, data, and documentation for users across the country. If you thrive in a fast‑paced, collaborative environment and enjoy solving complex technical challenges while delivering outstanding customer service, brighthush invites you to apply.

Key Responsibilities

• Technical Support & Troubleshooting: Provide first‑line assistance for user issues related to account resets, password changes, MFA challenges, and system access problems.
• Hardware & Software Management: Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices for remote and on‑site users.
• Remote Desktop Assistance: Use remote desktop tools to diagnose and resolve issues for users in home or remote office settings.
• Ticketing & Documentation: Log all incidents in the ticketing system, update knowledge bases, and create detailed troubleshooting guides.
• Project Liaison: Act as a technical bridge between end‑users and project managers, ensuring smooth transition of new technology initiatives to production.
• Image & Deployment Management: Maintain software and workstation images, using deployment tools to streamline imaging tasks.
• Continuous Improvement: Identify recurring issues, propose solutions, and collaborate with management to enhance support processes.
• Cross‑Program Support: While primarily focused on BOSC 1, you may be called upon to support other programs or queues within the broader BOSC portfolio.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and participating in scheduled calls, chats, and email communications.

Essential Qualifications

• High School diploma or equivalent, with at least 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Proficiency in troubleshooting Windows operating systems, Microsoft Office Suite, and common peripheral devices.
• Experience with remote desktop software and ticketing systems.
• Ability to follow established processes, procedures, and guidelines to deliver consistent, repeatable support.
• Detail‑oriented, organized, and capable of managing multiple priorities in a dynamic environment.
• Adaptability to shifting priorities, ambiguity, and change.
• Successful completion of the CMS client vetting process is required.

Preferred Skills & Experience

• Prior experience in a call center or customer support role.
• Knowledge of log monitoring, scheduled events, and anomaly reporting.
• Experience with call center telephony equipment.
• Familiarity with Microsoft Project, Visio, and other project management tools.
• Government or federal contracting experience is a plus.
• Additional training or certifications in IT support, networking, or cybersecurity.

What You’ll Gain at brighthush

• Career Growth: Opportunities to advance into senior technical support roles, project management, or specialized cybersecurity positions.
• Professional Development: Access to ongoing training, certifications, and workshops to keep your skills current.
• Impactful Work: Directly support millions of Americans by ensuring reliable access to healthcare data and services.
• Flexible Remote Work: Work from anywhere with a reliable internet connection, while maintaining a healthy work‑life balance.
• Inclusive Culture: Join a diverse, collaborative team that values innovation, integrity, and continuous improvement.
• Competitive Compensation: Base salary of $21.53 per hour, with potential for performance bonuses and overtime.
• Benefits Package: Health, dental, and vision insurance; 401(k) with company match; paid time off; and employee wellness programs.
• Technology & Tools: State‑of‑the‑art remote support tools, secure VPN access, and the latest hardware to perform your job effectively.

Work Schedule & Logistics

This is a fully remote position. Your primary work hours will be Monday‑Friday, 11:00 AM – 7:30 PM EST, with flexibility to accommodate peak support periods. You will be required to be available for occasional on‑call support during evenings or weekends, as business needs dictate.

How to Apply

Ready to join a team that makes a difference? Submit your application through the link below and take the first step toward a rewarding career at brighthush.

Apply to this job

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.