Seasoned Remote Technical Support Specialist – Customer Service Representative for Federal Health Services (CMS) – brighthush

About brighthush and the Federal Health Services Landscape

brighthush stands at the forefront of federal technology and services, partnering with the Centers for Medicare & Medicaid Services (CMS) to deliver mission‑critical solutions that empower millions of Americans to access essential healthcare information and benefits. Our unwavering commitment to compliance, innovation, and customer excellence drives us to support CMS’s complex, high‑impact programs with the same rigor and reliability that the public sector demands.

Why brighthush?

At brighthush, we blend cutting‑edge technology with a culture of continuous learning. Our remote‑first environment means you can work from anywhere while staying connected to a vibrant, collaborative team. We champion diversity, equity, and inclusion, and we’re proud to be an equal‑opportunity employer that values every individual’s unique perspective.

Role Overview

As a Remote Technical Support Specialist, you will be the frontline champion for CMS’s BOSC 1 program. Your role will involve a blend of hands‑on technical troubleshooting, customer‑centric service, and cross‑functional collaboration. You will serve as the technical liaison between end‑users and project teams, ensuring that every ticket is resolved efficiently, accurately, and with the highest level of customer satisfaction.

Key Responsibilities

• Provide expert help‑desk support for user ID and password resets, account unlocks, and multi‑factor authentication (MFA) troubleshooting.
• Manage profile updates, approve or reject role requests, and maintain data integrity across CMS systems.
• Respond to inquiries about reports, files, data exchange, and supporting documentation.
• Install, configure, and maintain desktops, laptops, printers, scanners, and other peripherals for remote and on‑site users.
• Diagnose and resolve hardware, software, and network issues using remote desktop tools.
• Document solutions in ticketing systems, knowledge bases, and online repositories to build a living library of best practices.
• Collaborate with project managers to integrate new technologies into the production environment.
• Participate in image deployment and workstation management to keep systems up‑to‑date.
• Adapt to shifting priorities, including temporary support for other CMS programs or work queues as business needs evolve.
• Serve as the technical liaison between end‑users and project teams.
• Ensure tickets are accurately documented, tracked, and resolved within SLA timelines.
• Identify recurring issues and propose process improvements.
• Maintain a high level of customer satisfaction through clear communication and timely resolution.
• Work independently and collaboratively within a distributed team structure.
• Participate in on‑call rotations and after‑hours support as required.

Essential Qualifications

• High school diploma or equivalent with at least 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑first mindset.
• Proven analytical and problem‑solving abilities.
• Detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
• Ability to follow established processes, procedures, and guidelines to deliver consistent support.
• Experience with remote desktop tools and ticketing systems.
• 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 CMS client vetting process is required.
• Adaptability to ambiguity, change, and evolving priorities.

Preferred Skills & Qualifications

• Additional training or education in information technology, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on 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 contracting experience.
• Knowledge of MFA, authentication protocols, and identity management.

Skills & Competencies for Success

• Technical troubleshooting across hardware, software, and network domains.
• Strong customer service orientation with empathy and patience.
• Excellent written communication for knowledge base creation.
• Time management and prioritization in a fast‑paced environment.
• Team collaboration and cross‑functional coordination.
• Continuous learning mindset to stay current with emerging technologies.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Remote Technical Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs.
• Regular training on new CMS tools, security protocols, and industry best practices.
• Opportunities to transition into senior support roles, project management, or specialized technical tracks.
• Cross‑functional projects that expose you to broader federal initiatives.
• Access to industry conferences, webinars, and certifications.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected through:

• Virtual collaboration tools (Teams, Slack, Zoom).
• Regular virtual town halls and team check‑ins.
• Inclusive, supportive, and transparent leadership.
• Flexibility to balance professional responsibilities with personal life.

Compensation & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and sick leave.
• Professional development stipend.
• Employee wellness programs.
• Technology stipend for home office setup.

How to Apply

Ready to join brighthush and make a tangible impact on federal health services? Submit your application through our careers portal and take the first step toward a rewarding remote career.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.