Seasoned Remote Technical Help Desk Specialist – Customer Service Associate for brighthush CMS Programs – Expert Frontline Support, Advanced Troubleshooting, and System Integrity Management (Full‑Time, 40‑Hour Week, Flexible Schedule)

About brighthush

brighthush is a leading federal technology partner that delivers mission‑critical solutions to the U.S. government and its citizens. With a focus on healthcare administration, we empower millions of Americans to access vital benefits, enroll in programs, and manage their health information with confidence and ease. Our portfolio spans enrollment, eligibility verification, claims processing, data analytics, and secure data exchange, all built on a foundation of uncompromising privacy, compliance, and reliability.

Founded on a legacy of innovation and public service, brighthush has become the go‑to partner for agencies seeking secure, scalable, and user‑centric technology. We invest heavily in research and development, adopt cutting‑edge cloud platforms, and maintain rigorous security protocols that meet or exceed federal standards. Our teams are diverse, collaborative, and driven by a shared mission: to make government services more accessible, efficient, and transparent.

Why brighthush?

At brighthush, we believe that technology is a catalyst for positive change. Our remote‑first culture empowers every employee to work from anywhere while staying connected through state‑of‑the‑art 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.

We are proud of our reputation for excellence in customer experience, compliance, and innovation. When you join brighthush, you become part of a mission‑driven community that values your expertise, encourages your growth, and rewards your dedication.

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.

As a remote specialist, you will work closely with cross‑functional teams—including technicians, project managers, and security analysts—to deliver high‑quality support and continuous improvement. Your contributions will directly impact the experience of millions of users who rely on our systems to manage their health and benefits.

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 support 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., brighthush Remote Support Tool, 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 brighthush 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 brighthush A+, brighthush Network+, or brighthush 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!