Seasoned Remote Customer Support Specialist – Managed Services & EHR Solutions – 3:00pm CST Shift – Join brighthush

About brighthush

At brighthush, we’re redefining the way healthcare organizations connect with their patients and staff. Our mission is to empower managed services teams with cutting‑edge technology, seamless support, and a culture of continuous improvement. We operate in a fast‑moving industry where every interaction can impact patient outcomes, and we’re looking for passionate, customer‑centric professionals to join our remote support squad.

Why brighthush?

Working at brighthush means you’ll be part of a global network of experts who thrive on solving complex problems in real time. We champion a collaborative, inclusive environment where ideas are shared freely, and every team member’s voice matters. Our remote-first approach gives you the flexibility to work from anywhere while staying connected to a vibrant community of colleagues who are as dedicated to quality service as you are.

Position Overview

As a Remote Customer Support Specialist, you will be the first line of defense for our Managed Services clients. Your role will involve troubleshooting, knowledge management, and proactive communication across multiple channels—phone, email, chat, and voicemail. You’ll work a 3:00 pm – 11:30 pm CST shift, Monday through Friday, providing timely, reliable, and courteous support that aligns with ITIL best practices.

Key Responsibilities

• First‑Level Support: Handle inbound interactions from end users, staff, and patients, ensuring each query is resolved or escalated appropriately.
• End‑to‑End Ownership: Take full responsibility for user support needs, delivering solutions that meet or exceed established service levels.
• Process Adherence: Follow all standard operating procedures (SOPs) and continuously refine them through feedback and data analysis.
• Knowledge Management: Update and maintain the Knowledge Management database, adding new articles and refining existing content to improve self‑service options.
• Mentorship: Train and mentor new Customer Support Specialists, sharing best practices and troubleshooting techniques.
• Queue Management: Monitor ticket queues, prioritize tasks, and ensure timely resolution of incidents and requests.
• Feedback Loop: Provide actionable insights from customer interactions to product and engineering teams, driving continuous improvement.
• Additional Duties: Perform any other tasks as assigned to support the overall success of the support organization.

Essential Skills & Competencies

• Exceptional verbal and written communication skills, with a professional tone across all channels.
• Strong technical writing ability for creating clear, concise documentation.
• Innovative, team‑oriented problem‑solving mindset.
• Excellent interpersonal skills and a genuine commitment to customer satisfaction.
• Outstanding organizational and time‑management abilities, with a proven track record of meeting deadlines.
• Prioritization and delegation skills, especially in high‑pressure environments.
• Proficiency in troubleshooting Microsoft Office and basic IT infrastructure.
• Ethical judgment and critical thinking to handle sensitive information responsibly.
• Typing speed of at least 25 words per minute.

Preferred Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in a related field is a plus.
• Minimum of 2 years in a customer service role, preferably in a call center or managed services environment.
• Experience with Electronic Health Record (EHR) software and healthcare IT solutions.
• Familiarity with ITIL methodology and service‑management tools.
• Previous remote work experience, demonstrating self‑discipline and strong communication skills.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Support Specialist, you’ll have access to:

• Structured training programs covering advanced troubleshooting, product knowledge, and soft‑skill development.
• Mentorship from senior support engineers and product managers.
• Clear career pathways to roles such as Senior Support Engineer, Support Manager, or Product Specialist.
• Opportunities to contribute to product roadmaps and feature enhancements based on frontline insights.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges.

Work Environment & Culture

Our remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours within the 3:00 pm – 11:30 pm CST shift, allowing you to balance personal and professional responsibilities.
• A collaborative team that values diverse perspectives and encourages open dialogue.
• Access to cutting‑edge tools and platforms that streamline support workflows.
• Regular virtual team‑building activities and quarterly all‑hands meetings.
• A supportive environment that prioritizes mental health and work‑life balance.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote support roles.
• Performance‑based bonuses tied to service‑level metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Equity or stock‑option opportunities for long‑term employees.

Physical & Practical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds when necessary.
• Reliable high‑speed internet connection and a quiet workspace.

Ready to Join brighthush?

If you’re a proactive, customer‑focused professional who thrives in a dynamic, remote environment, we want to hear from you. Bring your expertise in support, your passion for healthcare technology, and your drive to make a difference. Apply today and become part of a team that’s shaping the future of managed services in healthcare.