Experienced Remote Customer Support Specialist – ITIL & EHR Expertise – Empowering Healthcare Technology Solutions at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers healthcare organizations to deliver seamless, patient‑centric care through cutting‑edge Electronic Health Record (EHR) solutions and managed services. With a global footprint and a culture rooted in innovation, collaboration, and continuous improvement, brighthush is redefining how technology supports the modern health ecosystem. Our remote‑first workforce is built on trust, flexibility, and a shared commitment to excellence.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly influences patient outcomes and provider efficiency.
• Career Growth: Structured learning paths, mentorship, and cross‑functional projects help you evolve from support specialist to technical lead or product manager.
• Inclusive Culture: Diversity, equity, and inclusion are not buzzwords at brighthush—they’re the foundation of our hiring, development, and daily collaboration.
• Work‑Life Balance: Flexible remote schedules, generous PTO, and a results‑oriented approach let you thrive both professionally and personally.
• Competitive Compensation: Market‑aligned base salary, performance bonuses, and comprehensive benefits.

Job Summary

As a Customer Support Specialist at brighthush, you will be the first line of defense for our Managed Services clients. Leveraging your customer‑service expertise and a solid understanding of today’s technology landscape—including EHR platforms—you will troubleshoot, resolve, and document a wide array of technical and non‑technical issues in a fast‑paced environment governed by ITIL best practices. Your role is pivotal in ensuring that our clients receive timely, reliable, and courteous support, thereby maintaining high satisfaction scores and fostering long‑term partnerships.

Key Responsibilities

• Provide first‑level support for inbound interactions via phone, email, chat, and ticketing system, ensuring a consistent, professional experience.
• Diagnose and resolve incidents related to EHR functionality, user access, data integrity, and general IT infrastructure, following established service‑level agreements (SLAs).
• Escalate complex issues to Level 2 or Level 3 teams while maintaining clear, concise communication and documentation.
• Maintain end‑to‑end ownership of support requests, from initial intake to resolution, ensuring timely updates and follow‑ups.
• Actively participate in daily stand‑ups, backlog grooming, and cross‑team meetings to align on priorities and share insights.
• Contribute to the continuous improvement of support processes by reviewing and refining work instructions, SOPs, and knowledge base articles.
• Mentor new hires and junior specialists, providing guidance on troubleshooting techniques, customer communication, and best practices.
• Monitor queue metrics, identify bottlenecks, and recommend process enhancements to improve efficiency and customer satisfaction.
• Provide actionable feedback on recurring pain points, product usability, and feature requests to the product and engineering teams.
• Adhere to all company policies, security protocols, and compliance requirements, especially those related to patient data privacy.
• Other duties as assigned by the Team Lead or Manager.

Essential Skills & Competencies

• Communication Excellence: Clear, empathetic verbal and written communication across multiple channels.
• Technical Writing: Ability to create concise, user‑friendly documentation and knowledge base entries.
• Strong analytical and problem‑solving skills, with a knack for troubleshooting complex technical issues.
• Proficiency in Microsoft Office Suite, Windows operating systems, and basic networking concepts.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and ITIL frameworks.
• High level of organization, time management, and the ability to multitask in a high‑pressure environment.
• Typing speed of at least 25 words per minute with high accuracy.
• Commitment to continuous learning and staying current with industry trends and emerging technologies.
• Ethical mindset and critical thinking, especially regarding patient data confidentiality.

Preferred Qualifications

• Minimum of 2 years of customer‑service experience, preferably in a call center or technical support setting.
• Prior exposure to healthcare IT, EHR systems, or managed services environments.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience with remote support tools and virtual collaboration platforms.
• Certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Solutions Associate (MCSA) are a plus.

Education

• High school diploma or equivalent required.
• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field is highly desirable.

Physical & Work Environment Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds when necessary (e.g., moving equipment or supplies).
• Comfortable working in a remote setting with reliable internet connectivity and a quiet workspace.

Career Path & Development Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on new EHR features, ITIL practices, and soft‑skill development.
• Clear promotion tracks to Senior Support Specialist, Technical Lead, or Product Support Engineer.
• Cross‑functional projects that expose you to product management, engineering, and sales teams.
• Annual performance reviews with transparent feedback and goal setting.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary aligned with industry standards. In addition, you will enjoy:

• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO), sick leave, and parental leave.
• Flexible work hours and a fully remote work model.
• Professional development stipend for certifications, conferences, or courses.
• Employee wellness programs, including mental health resources and virtual fitness classes.

brighthush’s Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment where every employee can thrive. We prohibit discrimination and harassment of any kind, ensuring a respectful workplace for all.

How to Apply

Ready to make a difference in the healthcare technology space? Click the link below to submit your application and join the brighthush team.

Apply to brighthush Today

Closing Statement

At brighthush, your expertise will directly influence the quality of care delivered to patients worldwide. If you are passionate about technology, customer service, and making a tangible impact, we invite you to bring your skills and enthusiasm to our dynamic, remote‑first team. Together, we’ll shape the future of healthcare support.