Customer Service Representative – Remote Technical Support & Help Desk Specialist for CMS Programs

About brighthush

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 unwavering commitment to public service, 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 essential programs. Our culture is built on integrity, collaboration, and a relentless focus on customer success. As a remote‑first organization, we empower our teams to work flexibly while maintaining the highest standards of service excellence.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑impact team that directly influences the lives of millions. We offer a supportive, inclusive environment where your ideas are valued, your growth is accelerated, and your contributions are recognized. Whether you’re a seasoned professional or just starting your career, brighthush provides the tools, training, and opportunities to thrive in a fast‑moving, technology‑driven landscape.

Role Overview

We are seeking a dedicated Remote Customer Service Representative – Technical Support & Help Desk Specialist to join our CMS BOSC program team. In this role, you will provide first‑line support to users across the United States, ensuring seamless access to CMS systems, resolving technical issues, and maintaining the integrity of critical healthcare data. Your expertise will help keep millions of beneficiaries connected to the services they need.

Key Responsibilities

• Serve as the primary point of contact for user account management, including resetting IDs, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) challenges.
• Manage profile updates, approve or reject role requests, and maintain accurate user records in line with CMS compliance standards.
• Respond to inquiries related to reports, files, data exchange, and supporting documentation, providing clear, concise guidance.
• Utilize remote desktop tools to deliver timely, effective support to users in remote or home‑office settings.
• Document all interactions in the ticketing system, ensuring accurate, up‑to‑date knowledge base entries and troubleshooting manuals.
• Collaborate with project managers and technical teams to integrate new technologies and transition projects into production support environments.
• Maintain workstation images and deployment scripts, ensuring consistency across desktops, laptops, and peripheral devices.
• Identify recurring technical issues, propose solutions, and work with management to implement process improvements.
• Participate in cross‑functional training and temporary assignments across the broader BOSC program, demonstrating flexibility and adaptability.

Essential Duties & Responsibilities

• Provide remote support for users in remote offices or home environments, ensuring minimal downtime and high satisfaction.
• Diagnose, resolve, and follow up on a wide range of user concerns, from hardware to software to network connectivity.
• Document all tickets accurately, ensuring timely resolution and compliance with CMS guidelines.
• Work collaboratively within a team framework, supporting colleagues on shared projects and queues.
• Adhere to established processes, procedures, and guidelines to deliver repeatable, high‑quality customer experiences.
• Maintain a strong focus on detail, organization, and customer service orientation in all interactions.

Preferred Qualifications

• Additional training or education in a specialized area of technical support.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Proficiency with call center telephony equipment and customer support platforms.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government or federal agency experience is highly valued.

Required Skills & Competencies

• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical users.
• Excellent analytical and problem‑solving abilities, capable of troubleshooting multi‑layered issues.
• High attention to detail, organization, and the ability to manage multiple priorities simultaneously.
• Self‑motivated, capable of working independently while thriving in a team environment.
• Adaptability to changing priorities, ambiguity, and evolving technology landscapes.
• Commitment to maintaining confidentiality and compliance with CMS data security standards.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Technical Support Specialist, you will have access to:

• Structured onboarding and continuous training programs covering CMS policies, security protocols, and emerging technologies.
• Mentorship from senior technicians and project managers, fostering skill development and career progression.
• Opportunities to transition into advanced roles such as Systems Analyst, Project Coordinator, or Technical Lead.
• Cross‑functional projects that expose you to new domains within the CMS ecosystem.
• Regular performance reviews and clear pathways for advancement based on merit and impact.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We celebrate diversity, equity, and inclusion, and we are committed to creating an environment where every voice is heard. Our values—integrity, excellence, and service—guide everything we do, from daily interactions to strategic initiatives.

Compensation & Benefits

While the base salary for this role is $21.53 per hour, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance options.
• Flexible paid time off and holiday schedule.
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Access to cutting‑edge technology and tools to support remote work.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush team:

Apply to brighthush Today

Closing Statement

At brighthush, your work matters. You’ll be part of a mission‑driven organization that empowers millions of Americans to access the healthcare information and benefits they deserve. If you are a proactive, customer‑focused professional with a passion for technology and service, we invite you to apply today and help shape the future of federal healthcare support.