Remote Customer Service Associate – Technical Help Desk Specialist for CMS Programs

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services for the Centers for Medicare & Medicaid Services (CMS). With a legacy of compliance, innovation, and customer‑centric solutions, brighthush empowers millions of Americans to access vital healthcare information and benefits. Our commitment to excellence is reflected in every interaction, from frontline support to strategic project integration. As a fully remote organization, we champion flexibility, collaboration, and continuous learning, ensuring that every team member can thrive in a dynamic, purpose‑driven environment.

Why Join brighthush?

At brighthush, you’ll be part of a team that directly impacts the lives of millions. You’ll work with cutting‑edge technology, collaborate with cross‑functional stakeholders, and receive ongoing professional development. Our culture values transparency, inclusivity, and a relentless focus on customer satisfaction. Whether you’re a seasoned help‑desk veteran or a recent graduate eager to grow, brighthush offers the resources, mentorship, and opportunities to accelerate your career.

Key Responsibilities

As a Remote Customer Service Associate, you will serve as the first line of technical support for our CMS BOSC client. Your role will blend hands‑on troubleshooting, proactive system monitoring, and collaborative project support. Below is a detailed breakdown of what you’ll do daily:

• User Account Management: Reset user IDs, unlock accounts, and resolve multi‑factor authentication (MFA) challenges.
• Hardware & Software Support: Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices for remote and onsite users.
• Remote Desktop Assistance: Use remote‑desktop tools to diagnose and resolve issues for users in home or remote office settings.
• Ticketing & Documentation: Log incidents, provide written updates, and maintain knowledge‑base articles to ensure repeatable, high‑quality customer experiences.
• Advanced Troubleshooting: Diagnose network, telecommunications, and workstation‑level problems; collaborate with project managers to integrate new technology into production environments.
• Assist in image deployment, software updates, and transition of new projects to the support team.
• Identify recurring issues, recommend process enhancements, and collaborate with management to refine support workflows.

Essential Duties & Responsibilities

Beyond the core responsibilities, you will:

• Work independently and as part of a distributed team, ensuring timely resolution of tickets across multiple queues (calls, email, chat, and ticketing).
• Adhere to established processes, procedures, and guidelines to maintain consistency and compliance.
• Communicate clearly and professionally with internal stakeholders and external customers, translating technical concepts into accessible language.
• Participate in on‑call rotations and shift coverage as required to meet the 11:00 AM – 7:30 PM EST service window.
• Complete the CMS client vetting process, demonstrating your commitment to security and compliance.

Minimum Requirements

• High School diploma or equivalent.
• 1+ year of experience in a technical support or help‑desk environment.
• Strong verbal and written communication skills.
• Analytical mindset with a proven ability to troubleshoot complex issues.
• Detail‑oriented, organized, and capable of managing multiple priorities.
• Self‑motivated and able to work independently while contributing to a team.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical shift: 11:00 AM‑7:30 PM EST).
• Successful completion of the CMS client vetting process.

Preferred Qualifications

• Additional training or education in IT, computer science, or a related field.
• Experience with call‑center telephony equipment and ticketing systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Knowledge of log monitoring, scheduled events, and anomaly reporting.
• Prior government or federal agency experience.
• Experience with image deployment software and workstation image management.

Skills & Competencies

Success at brighthush requires a blend of technical acumen and soft‑skill excellence:

• Technical Proficiency: Comfort with Windows operating systems, remote‑desktop tools, and peripheral hardware.
• Problem‑Solving: Ability to diagnose root causes, develop solutions, and document findings.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users overcome challenges.
• Communication: Clear, concise, and professional written and verbal communication.
• Adaptability: Flexibility to shift priorities, learn new tools, and thrive in a fast‑moving environment.
• Team Collaboration: Willingness to share knowledge, mentor peers, and contribute to collective success.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• On‑the‑job training modules covering advanced troubleshooting, security protocols, and project management.
• Mentorship programs pairing you with senior technicians and project leads.
• Cross‑functional projects that expose you to new technologies and business processes.
• Certification sponsorships (e.g., CompTIA A+, Network+, Security+).
• Clear career pathways from Technician I to Technician II, and beyond to support engineering or project management roles.

Work Environment & Company Culture

brighthush’s remote‑first culture means you’ll enjoy:

• Flexible work hours within the defined service window.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A collaborative, inclusive environment that values diverse perspectives.
• Transparent communication from leadership and a focus on employee well‑being.
• Access to digital resources, wellness programs, and a supportive HR team.

Compensation & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package to support your health, financial security, and work‑life balance:

• Health, dental, and vision insurance (including telehealth options).
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and certification reimbursement.
• Employee assistance program and mental‑health resources.
• Technology stipend for home‑office setup.

How to Apply

Ready to make a difference in the lives of millions while advancing your career? Click the link below to submit your application. We look forward to welcoming you to the brighthush family!