Seasoned Help Desk Customer Service Representative – Remote Technical Support Specialist for brighthush BOSC Program

About brighthush and the Opportunity

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. As a trusted collaborator with the federal health system, we provide compliant, high‑quality support that directly impacts the well‑being of our nation’s citizens. We are now expanding our remote help desk team and are looking for an experienced, customer‑centric professional to join our dynamic, technology‑driven environment.

Why This Role Matters

In this role, you will be the first line of defense for users across the brighthush BOSC program. Your expertise will ensure that millions of beneficiaries can access the services they need without interruption. By troubleshooting user accounts, managing system access, and providing timely, accurate support, you will help maintain the integrity and reliability of a program that touches countless lives.

Key Responsibilities

• Account Management: Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) issues for remote and on‑site users.
• Profile & Role Administration: Process profile updates, approve or reject role requests, and maintain accurate user records.
• Technical Support: Diagnose and resolve desktop, laptop, peripheral, and remote access device issues using remote desktop software.
• System Troubleshooting: Identify and resolve problems related to operating systems, network connectivity, and telecommunications environments.
• Documentation & Knowledge Management: Create and update troubleshooting guides, knowledge base articles, and ticketing system records.
• Project Liaison: Serve as a technical liaison to project managers, supporting the integration and transition of new technologies into production.
• Continuous Improvement: Identify recurring issues, recommend process enhancements, and collaborate with management to refine support workflows.
• Flexibility & Adaptability: Respond to shifting priorities, including temporary or ongoing support for other programs within the broader BOSC portfolio.
• Team Collaboration: Work closely with teammates across multiple queues (calls, email, chat, ticketing) to deliver a seamless support experience.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a proven ability to explain technical concepts to non‑technical users.
• Excellent analytical and problem‑solving abilities, capable of troubleshooting complex issues under pressure.
• Detail‑oriented, organized, and highly customer‑service oriented.
• Proficiency in using remote desktop tools and ticketing systems.
• Ability to work independently and as part of a collaborative team.
• Adaptability to changing environments, ambiguity, and evolving priorities.
• Successful completion of the brighthush client vetting process is required for employment.

Preferred Skills & Qualifications

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

What You’ll Gain

• Professional Growth: Opportunities to advance into senior technical support roles, project management, or specialized federal program support.
• Learning & Development: Access to ongoing training, certifications, and knowledge‑sharing sessions that keep you at the forefront of technology and federal compliance.
• Impactful Work: Directly contribute to a program that improves healthcare access for millions of Americans.
• Remote Flexibility: Work from anywhere with a reliable internet connection, while maintaining a healthy work‑life balance.
• Collaborative Culture: Join a team that values innovation, teamwork, and continuous improvement.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, supportive environment where every team member is empowered to bring their best self to work. We celebrate diversity, encourage open communication, and prioritize employee well‑being. Our remote teams are connected through regular virtual huddles, knowledge‑sharing forums, and community events that keep us engaged and aligned with our mission.

Compensation & Benefits

While the base salary for this role is $21.53 per hour, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance options.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and resources.

How to Apply

If you are a dedicated, customer‑focused professional ready to make a tangible difference, we encourage you to apply today. Join brighthush and help us continue to deliver exceptional support to the brighthush BOSC program.

To submit your application, please click the link below and complete the online application process. We look forward to learning how your skills and experience align with our mission.