Remote Tier 1 Customer Support Specialist – Technical Help Desk & Client Success Champion at brighthush

About brighthush

brighthush is a leading HealthTech innovator that empowers healthcare organizations with cutting‑edge training, credentialing, and workforce management solutions. Since our founding in 1990, we have grown to a vibrant team of 501‑1,000 professionals headquartered in Nashville, Tennessee, and we serve clients across the United States with a fully remote, flexible work model. Our mission is simple: to streamline the complex world of healthcare operations so that clinicians can focus on what matters most—patient care.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of our success. As a Remote Tier 1 Customer Support Specialist, you will be the first line of defense for our clients, ensuring they experience the highest level of service and satisfaction. You’ll work alongside a passionate team of engineers, product managers, and customer success leaders—all dedicated to continuous improvement and innovation.

Key Responsibilities

• Adhere to brighthush’s security policies, procedures, and mandatory training to protect sensitive client data.
• Deliver multi‑channel support (phone, email, chat) to a diverse client base, resolving issues quickly and professionally.
• Diagnose and troubleshoot technical problems, using analytical thinking to identify root causes and implement effective solutions.
• Build and nurture strong relationships with both internal teams and external customers, fostering trust and collaboration.
• Document and verify issues, providing clear, actionable feedback to the development team for bug fixes and feature enhancements.
• Collaborate cross‑functionally on customer‑focused initiatives, ensuring a seamless experience across all touchpoints.
• Participate in testing new features and releases, offering real‑world insights that shape product evolution.
• Analyze customer feedback and usage data to recommend product improvements that enhance usability and value.

Essential Qualifications

• Minimum of one year of experience in a technical help desk or support role.
• Exceptional verbal and written communication skills, with a charismatic phone presence.
• Strong problem‑solving abilities, prioritization skills, and a proactive ownership mindset.
• Ability to translate complex technical concepts into clear, concise explanations for both technical and non‑technical audiences.
• Empathy and active listening, serving as a genuine advocate for the customer.
• Curiosity and passion for learning how technology works and how it can solve real‑world problems.
• Working knowledge of Microsoft operating systems and familiarity with tools such as Salesforce and Microsoft Teams.
• Team‑player mentality, holding yourself and colleagues to high standards of quality and professionalism.
• Willingness to go the extra mile to find solutions, even when the answer isn’t immediately obvious.

Preferred Qualifications

• Bachelor’s degree in a related discipline (or equivalent practical experience).
• Experience or knowledge of the healthcare industry.
• Basic understanding of SQL.

Skills & Competencies

• Technical troubleshooting and diagnostic reasoning.
• Customer‑centric communication and relationship building.
• Data‑driven decision making and analytical thinking.
• Collaboration across cross‑functional teams.
• Adaptability in a fast‑paced, evolving environment.
• Time management and prioritization under pressure.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous learning modules.
• Mentorship programs pairing you with senior engineers and product leaders.
• Opportunities to transition into advanced support roles, product management, or engineering.
• Annual hackathons and innovation challenges that encourage creative problem solving.
• Regular performance reviews with clear career pathways and promotion criteria.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to excellence. Even though we operate remotely, we maintain a strong sense of community through:

• Weekly virtual coffee chats and team stand‑ups.
• Monthly “brighthushers” virtual happy hours and game nights.
• Annual in‑person retreats at the Nashville Resource Center for those who can commute.
• Open‑door policy—your voice matters, and we encourage feedback at all levels.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive package that includes:

• Performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match and Roth options.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Paid time off, parental leave, and short‑ and long‑term disability coverage.
• Life insurance, critical illness, accident, and identity protection.
• Pet insurance and employee assistance programs.
• Wellness initiatives: fitness center reimbursements, wellness workshops, and mental health support.
• Remote work flexibility and a hybrid model for those who prefer occasional office presence.
• Buddy Program for new brighthushers to ease onboarding and integration.
• Company‑sponsored social events for development, connection, and celebration.

How to Apply

Ready to make a tangible impact on the healthcare industry while growing your career in a supportive, innovative environment? Click the link below to submit your application and join the brighthush family.