Seasoned Remote Tier 1 Customer Support Specialist – CMS Technical Help Desk – Championing Cloud‑Based Digital Transformation for Government & Healthcare Platforms at brighthush

About brighthush and the Digital Public Service Landscape

In an era where public trust hinges on seamless digital interactions, brighthush stands at the forefront of transforming how government agencies and healthcare organizations serve citizens and patients. By weaving together secure cloud infrastructure, intuitive content management systems, and a user‑centric design philosophy, we empower our partners to deliver compliant, accessible, and engaging online experiences. Our mission is simple yet profound: turn complex, legacy systems into everyday tools that improve lives, streamline operations, and foster transparency.

Our team is a distributed network of experts who thrive on flexibility, collaboration, and continuous learning. Whether you are a seasoned professional or an emerging talent, you’ll find a culture that values curiosity, accountability, and the relentless pursuit of excellence. At brighthush, every ticket is an opportunity to make a tangible impact on public service delivery.

Why This Role Matters

The first point of contact between a user and a technology platform can determine the success of an entire digital initiative. In the fast‑paced world of government and healthcare, a single unresolved ticket can ripple into lost productivity, regulatory risk, or diminished public trust. As a Tier 1 Customer Support Specialist on our CMS Technical Help Desk, you will be the frontline guardian of our cloud‑based content management system. Your expertise will ensure that users can access, navigate, and fully leverage the platform with confidence, thereby driving adoption, reducing friction, and maintaining uptime.

Key Responsibilities

• First‑Line Support Excellence: Deliver prompt, courteous assistance for account access, login issues, password resets, and general system navigation across phone, chat, and ticketing channels.
• High‑Volume Ticket Management: Handle a steady stream of support requests in a fast‑paced environment, prioritizing inquiries to achieve first‑contact resolution whenever possible.
• Issue Triage & Escalation: Review incoming tickets, assess severity, and route complex problems to senior engineers or specialized teams following established escalation paths.
• System Proficiency: Utilize CMS‑specific tools such as NPPS, PECOS, and IDM to verify user credentials, retrieve account data, and troubleshoot configuration issues.
• Service Health Communication: Proactively inform users about planned or unplanned outages, maintenance windows, and system status updates, ensuring transparency and trust.
• Accurate Documentation: Record every interaction, resolution step, and follow‑up action in the designated system of record, maintaining data integrity for audit and reporting purposes.
• Process Adherence: Follow scripts, workflows, and standard operating procedures to guarantee consistency, quality, and compliance across all support interactions.
• Continuous Improvement Collaboration: Work closely with teammates and leadership to surface recurring pain points, suggest enhancements, and contribute to knowledge base updates.
• Knowledge Base Stewardship: Assist in creating, reviewing, and refining support articles, FAQs, and troubleshooting guides to empower users and reduce repeat tickets.

Essential Qualifications

• U.S. Federal Position of Trust clearance eligibility (or ability to obtain clearance).
• U.S. residency and authorization to work, with a minimum of three years lived in the United States within the last five years.
• High School Diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of one year of experience in a call center, help desk, or customer service environment.
• Prior exposure to a Federal Service Desk, ideally within CMS or a healthcare‑related domain.
• Proficiency with help desk ticketing systems such as ServiceNow.
• Experience with cloud‑based call center platforms (e.g., AWS Connect).
• Familiarity with Atlassian tools like JIRA and Confluence.
• Strong time‑management skills, capable of juggling multiple tickets while meeting Service Level Objectives (SLOs).

Preferred Qualifications

• Experience troubleshooting CMS or content‑management platforms.
• Knowledge of healthcare compliance standards (HIPAA, HITECH).
• Background in data analytics or reporting tools.
• Fluency in additional languages to support a diverse user base.
• Previous remote work experience with a distributed team.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help users succeed.
• Technical Aptitude: Quick learning of new systems, troubleshooting logic, and familiarity with cloud architectures.
• Communication: Clear, concise written and verbal communication tailored to technical and non‑technical audiences.
• Problem‑Solving: Analytical thinking, root‑cause analysis, and creative solution generation.
• Collaboration: Ability to work cross‑functionally with developers, product managers, and quality assurance teams.
• Adaptability: Thrive in a dynamic environment with evolving priorities and emerging technologies.
• Process Orientation: Adherence to SOPs, documentation standards, and continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Tier 1 Specialist, you will:

• Gain exposure to the full lifecycle of CMS support, from onboarding to advanced troubleshooting.
• Participate in cross‑training sessions with senior engineers, product managers, and security teams.
• Earn certifications in ServiceNow, AWS, or Atlassian products through our internal learning portal.
• Contribute to process improvement projects that shape the future of our support operations.
• Advance to Tier 2 or Tier 3 support roles, or transition into product, engineering, or quality assurance positions.

Work Environment & Culture

brighthush champions a culture of inclusion, transparency, and continuous learning. As a remote team member, you will enjoy:

• Flexible scheduling that respects work‑life balance.
• Weekly virtual team huddles and monthly all‑hands meetings.
• Access to a digital collaboration hub (Slack, Teams, Confluence).
• Regular virtual coffee breaks and informal social channels.
• A supportive manager who values feedback and encourages professional growth.

Compensation & Benefits

While specific salary figures are tailored to experience and role scope, brighthush offers a competitive compensation package that includes:

• Competitive hourly rate for part‑time engagement.
• Health, dental, and vision coverage options for full‑time employees.
• Paid time off, including holidays and sick leave.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and mental health resources.
• Equity or profit‑sharing opportunities for long‑term contributors.

How to Apply

If you’re ready to make a tangible impact, bring your passion for customer service, and thrive in a remote, collaborative environment, we encourage you to apply today. Join brighthush and help shape the future of digital government services.

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