Remote Technical Help Desk Specialist – Customer Service Associate for brighthush CMS Programs – Frontline Support, Troubleshooting, and System Integrity

About brighthush

brighthush is a leading federal partner that delivers mission‑critical services to millions of Americans, ensuring they can access vital healthcare information and benefits with confidence and ease. With a legacy of excellence in compliance, reliability, and customer experience, brighthush has become the go‑to partner for government agencies seeking innovative, secure, and scalable solutions. Our work spans the entire spectrum of healthcare administration, from enrollment and eligibility verification to claims processing and data analytics, all while maintaining the highest standards of privacy and security.

Why brighthush?

At brighthush, we believe that the impact of our work extends far beyond the office. Our remote‑first culture empowers employees to work from anywhere while staying connected through cutting‑edge collaboration tools. We champion continuous learning, provide clear career pathways, and celebrate diversity, equity, and inclusion in every facet of our organization. Our teams thrive on collaboration, transparency, and a shared commitment to making a difference in people’s lives.

Position Overview

We are seeking a dedicated Customer Service Associate to join our remote help desk team. In this role, you will be the first line of defense for users of the brighthush CMS program, ensuring seamless access to critical healthcare services. Your technical expertise, empathy, and problem‑solving skills will help maintain system integrity, resolve user issues swiftly, and contribute to the overall success of our federal partnerships.

Key Responsibilities

• Serve as the first point of contact for user inquiries related to account management, password resets, MFA troubleshooting, and system access challenges.
• Utilize remote desktop tools to diagnose and resolve desktop, laptop, printer, scanner, and peripheral issues for remote and home‑office users.
• Process profile updates, approve or reject role requests, and maintain accurate user records in the ticketing system.
• Collaborate with Technician II and project managers to support the brighthush BOSC program and other evolving initiatives.
• Document troubleshooting steps, create knowledge‑base articles, and update internal documentation to enhance team efficiency.
• Monitor system logs, scheduled events, and performance metrics to proactively identify and address potential issues.
• Participate in cross‑functional projects, providing technical liaison support and ensuring smooth transitions to production environments.
• Adhere to brighthush’s security protocols, compliance standards, and quality assurance processes.
• Maintain a high level of customer service, demonstrating empathy, patience, and clear communication at all times.
• Perform additional duties as assigned by management to support business needs and continuous improvement initiatives.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑first mindset.
• Proficiency in troubleshooting Windows and Mac operating systems, as well as common peripheral devices.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop) and ticketing systems.
• Ability to follow detailed processes, procedures, and guidelines to ensure consistent service delivery.
• Excellent analytical and problem‑solving abilities, with a keen eye for detail.
• Self‑motivated and capable of working independently while collaborating effectively within 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 brighthush client vetting process is required for employment.

Preferred Qualifications

• Additional training or education in information technology, computer science, or a related field.
• Experience with call center telephony equipment and customer support environments.
• Knowledge of monitoring logs, scheduled events, and reporting on system anomalies.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience is highly valued.
• Experience with image deployment software and workstation image management.

Skills & Competencies

• Technical Proficiency: Comfortable with desktop and peripheral hardware, operating systems, and remote support tools.
• Customer Service Excellence: Ability to communicate complex technical information in a clear, empathetic manner.
• Analytical Thinking: Strong problem‑solving skills, with a methodical approach to diagnosing issues.
• Adaptability: Comfortable with shifting priorities, ambiguity, and evolving technology landscapes.
• Team Collaboration: Works well with cross‑functional teams, including project managers and senior technicians.
• Process Orientation: Adheres to established procedures and contributes to continuous improvement.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent and providing clear career pathways. As a Customer Service Associate, you will have the opportunity to:

• Advance to a Technician II or Senior Technician role, gaining deeper technical expertise.
• Participate in specialized training programs covering advanced troubleshooting, cybersecurity, and project management.
• Earn certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Engage in cross‑departmental projects that expose you to broader aspects of federal program delivery.
• Receive mentorship from experienced professionals and access a robust internal knowledge base.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and flexible work environment. Key highlights include:

• Fully remote work model with flexible scheduling to support work‑life balance.
• Regular virtual team meetings, knowledge‑sharing sessions, and social events.
• A culture that values transparency, accountability, and continuous improvement.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Access to cutting‑edge technology and tools that enable efficient, secure, and high‑quality service delivery.

Compensation & Benefits

brighthush offers a competitive compensation package, including:

• Hourly rate: $21.53 (subject to market adjustments and performance).
• Health, dental, and vision insurance options.
• Paid time off (vacation, sick leave, and holidays).
• Retirement savings plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible work arrangements and remote‑first infrastructure.

How to Apply

Ready to make a difference? Submit your application through our careers portal and join a team that values innovation, service excellence, and personal growth. We look forward to welcoming you to brighthush!