Customer Support Analyst – Tier 1 Technical Troubleshooting & EHR Systems Specialist at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers healthcare organizations to deliver high‑quality patient care through innovative, cloud‑based solutions. With a mission to streamline clinical workflows, enhance data integrity, and elevate patient experiences, brighthush has become a trusted name in the medical SaaS ecosystem. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. As a remote‑first company, we champion flexibility, continuous learning, and a healthy work‑life balance for every team member.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, cross‑functional team that thrives on solving complex problems and driving measurable impact. We invest heavily in professional development, offering access to industry certifications, mentorship programs, and a robust learning portal. Our remote work model gives you the freedom to work from anywhere while staying connected through weekly virtual huddles, knowledge‑sharing sessions, and an inclusive virtual community.

Key Responsibilities

• Customer Issue Ownership: Receive, triage, and resolve Tier 1 support tickets from intake through resolution or handoff, ensuring a seamless customer experience.
• Tool Proficiency: Master the brighthush suite of tools—including the customer support platform, CRM, knowledge base, project tracking, and continuous integration system—to diagnose and resolve product and workflow questions.
• Data Integrity & Bug Investigation: Identify data discrepancies, investigate bugs, and collaborate with engineering to document and close defects.
• SLA & Scorecard Management: Meet or exceed defined service level agreements (SLAs) and maintain high customer satisfaction scores, contributing to the team’s overall performance metrics.
• Cross‑Functional Collaboration: Serve as a technical resource for product, engineering, sales, and operations teams, translating customer feedback into actionable insights.
• Documentation & Knowledge Sharing: Create and maintain clear, concise troubleshooting guides, FAQs, and internal knowledge base articles to empower both customers and teammates.
• Escalation Management: Escalate complex issues to senior support staff or product managers when necessary, ensuring timely resolution and transparent communication.
• Continuous Improvement: Participate in post‑incident reviews, root‑cause analyses, and process improvement initiatives to enhance support workflows.
• Remote Work Excellence: Operate independently in a remote setting, maintaining productivity, professionalism, and a secure workspace that protects sensitive information.
• Travel & Client Engagement: Travel up to 20% for client visits, business reviews, and internal meetings as required.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
• 1–2 years of experience supporting medical SaaS products, with a strong focus on electronic health record (EHR) systems.
• Hands‑on experience with major EHR platforms (formerly Epic, Cerner, MEDITECH) – now referred to as brighthush EHR solutions.
• Intermediate proficiency in Microsoft Excel, including data analysis, pivot tables, and advanced formulas.
• Basic programming knowledge in Python and HTML to assist with troubleshooting and automation scripts.
• Experience with artificial intelligence products (e.g., Claude, ChatGPT) and their integration into customer support workflows.
• Strong analytical, problem‑solving, and organizational skills, with the ability to manage multiple priorities under tight deadlines.
• Excellent written and verbal communication skills, capable of translating technical concepts for diverse audiences.
• Demonstrated commitment to customer satisfaction and operational excellence.
• Self‑motivated, collaborative, and comfortable working in a fast‑paced, remote environment.
• Secure remote workspace that meets privacy and data protection standards.

Preferred Qualifications

• Advanced Excel skills, including VBA scripting and data visualization.
• Experience with continuous integration/continuous deployment (CI/CD) pipelines and automation tools.
• Knowledge of healthcare regulations (HIPAA, HITECH) and data security best practices.
• Prior exposure to customer success or technical account management roles.
• Certifications in ITIL, CompTIA A+, or related support frameworks.

Skills & Competencies

• Technical Proficiency: Comfortable navigating complex software ecosystems and troubleshooting across multiple layers of technology.
• Customer‑Centric Mindset: Empathy for end‑users, a proactive approach to problem resolution, and a passion for delivering exceptional service.
• Communication: Clear, concise, and professional communication in both written and verbal formats.
• Collaboration: Ability to work effectively with cross‑functional teams, including engineering, product, sales, and operations.
• Adaptability: Quick to learn new tools, processes, and industry trends, and to pivot priorities as business needs evolve.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.
• Data‑Driven Decision Making: Leverage metrics, analytics, and customer feedback to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Analyst, you will:

• Progress to Senior Analyst or Team Lead roles, taking ownership of larger projects and mentoring junior teammates.
• Transition into Product Management, Quality Assurance, or Customer Success Manager positions, leveraging your deep product knowledge.
• Earn industry certifications (e.g., ITIL, Certified ScrumMaster) through our sponsorship program.
• Participate in quarterly hackathons and innovation challenges to contribute to new feature development.
• Attend virtual conferences, webinars, and workshops to stay ahead of emerging healthcare technology trends.

Work Environment & Culture

brighthush’s remote‑first culture is designed to foster collaboration, creativity, and well‑being:

• Flexible work hours with a core overlap window for team syncs.
• Monthly virtual coffee chats and quarterly town‑hall meetings.
• Access to a digital wellness program, including mindfulness sessions and ergonomic resources.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses tied to SLA achievement and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and parental leave.
• Unlimited learning stipend for courses, certifications, and conferences.
• Equity options for eligible employees, reflecting our commitment to shared success.

How to Apply

If you are passionate about delivering world‑class support, thrive in a fast‑paced environment, and want to make a tangible impact on healthcare delivery, we want to hear from you. Submit your application through the link below and join the brighthush team in redefining the future of medical technology.