Customer Support Specialist – Managed Services & EHR Solutions – Remote at brighthush – 1st Shift (3:00 pm CST to 11:30 pm CST)

About brighthush

brighthush is a leading provider of integrated health technology solutions that empower hospitals, clinics, and health systems to deliver high‑quality, patient‑centered care. With a global footprint and a commitment to innovation, brighthush partners with organizations to streamline operations, enhance clinical workflows, and improve patient outcomes through cutting‑edge Electronic Health Record (EHR) platforms and managed services. Our culture is built on collaboration, continuous learning, and a passion for making a real difference in the lives of patients and healthcare professionals.

Why Join brighthush?

As a Customer Support Specialist at brighthush, you’ll be at the frontline of our service delivery, ensuring that our clients’ technology runs smoothly and that their patients receive the best possible care. Working remotely, you’ll enjoy flexibility while being part of a dynamic, high‑performing team that values your expertise, encourages professional growth, and rewards your dedication with competitive compensation and a comprehensive benefits package.

Key Responsibilities

• First‑Line Support: Respond to inbound calls, emails, chats, and voicemails from end users, staff, and patients, providing timely, courteous, and effective solutions.
• Incident Management: Log, triage, and resolve incidents in accordance with ITIL best practices, ensuring adherence to established service level agreements (SLAs).
• Knowledge Management: Create, update, and maintain knowledge base articles and documentation to reflect new insights and solutions derived from customer interactions.
• Queue Management: Monitor support queues, prioritize tickets, and ensure that all requests are addressed within the required timeframes.
• Mentorship & Training: Coach and onboard new Customer Support Specialists, sharing best practices and troubleshooting techniques.
• Escalation Coordination: Act as a touchpoint for complex issues, providing in‑depth analysis before escalating to Level 2 or Level 3 support teams.
• Process Improvement: Participate in the development and refinement of standard operating procedures, work instructions, and service documentation.
• Feedback Loop: Provide actionable feedback to product and engineering teams based on recurring customer pain points and emerging trends.
• Compliance & Quality: Maintain exceptional attendance, adhere to all company policies, and uphold the highest standards of professionalism and confidentiality.
• Additional Duties: Perform any other tasks as assigned by the Team Lead or Senior Management to support overall service excellence.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in a related field is a plus.
• Minimum of 2 years of experience in a customer‑service or call‑center environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Proficiency in troubleshooting Microsoft Office applications and basic Windows operating systems.
• Typing speed of at least 25 words per minute.
• Excellent organizational and time‑management abilities, with a proven track record of prioritizing tasks in a fast‑paced environment.
• Demonstrated ability to work independently and as part of a collaborative team.
• Commitment to maintaining a high level of customer satisfaction and service quality.
• Physical ability to sit for extended periods and lift up to 15 pounds when necessary.

Preferred Qualifications

• Experience with Electronic Health Record (EHR) systems or healthcare technology solutions.
• Familiarity with ITIL methodology and incident‑management tools.
• Technical writing experience, including the creation of user guides and knowledge‑base articles.
• Prior exposure to managed services or SaaS support environments.
• Knowledge of HIPAA regulations and data privacy best practices.
• Certification in customer‑service excellence or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships with clients.
• Problem‑Solving: Innovative, analytical thinker who can diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable navigating changing priorities and evolving technology landscapes.
• Collaboration: Strong interpersonal skills that foster teamwork across multiple departments.
• Attention to Detail: Meticulous approach to documentation, ticket logging, and quality assurance.
• Ethical Judgment: Commitment to confidentiality, integrity, and compliance with all regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering EHR systems, ITIL processes, and advanced troubleshooting techniques.
• Mentorship from senior support engineers and product managers, providing insights into the broader technology stack.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Service Delivery Manager, or Product Specialist.
• Participation in cross‑functional projects that influence product roadmap and customer experience initiatives.
• Access to industry conferences, webinars, and certification courses at no cost to you.

Work Environment & Company Culture

brighthush fosters a culture of innovation, respect, and continuous improvement. Key highlights include:

• Fully remote work model with flexible scheduling to support work‑life balance.
• Collaborative virtual team meetings, daily stand‑ups, and open communication channels.
• Inclusive environment that celebrates diversity and promotes equal opportunity.
• Regular team‑building activities, virtual coffee breaks, and recognition programs.
• Commitment to sustainability and community outreach initiatives.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Technology stipend to support a productive home‑office setup.

How to Apply

Ready to take the next step in your customer‑support career and join a team that’s shaping the future of healthcare technology? Click the link below to submit your application and become part of the brighthush family.