Senior Remote Customer Service Specialist – Technical Support & Help Desk Operations for Federal Healthcare Programs (CMS, Medicaid, Medicare) – 100% Virtual, High Impact, Empowering Nationwide Health Access at brighthush

About brighthush and the Federal Healthcare Landscape

brighthush is a trailblazing technology partner that empowers federal agencies to deliver secure, user‑friendly health services to millions of Americans. By integrating cutting‑edge cloud platforms, advanced analytics, and intuitive support tools, we help transform the way citizens access Medicare, Medicaid, and other critical health programs. Our mission is simple yet profound: to make federal healthcare programs more accessible, dependable, and user‑friendly through technology and exceptional customer support. As the federal healthcare ecosystem evolves, the demand for skilled, empathetic, and technically proficient support specialists has never been higher. At brighthush, you’ll be part of a dynamic platform where your expertise can directly influence the health and well‑being of countless Americans.

Why Join brighthush?

At brighthush, you’ll join a purpose‑driven team that thrives on collaboration, continuous learning, and a culture of excellence. We value diversity, champion work‑life balance, and invest heavily in professional development. Whether you’re a seasoned help‑desk veteran or a recent graduate eager to launch a career in federal technology support, brighthush offers a platform for growth, impact, and meaningful contribution.

Our remote‑first model means you can work from anywhere while staying connected to a vibrant, collaborative community. You’ll have access to state‑of‑the‑art tools, mentorship programs, and a wealth of internal training portals that accelerate your career trajectory.

What Makes brighthush Unique

• Mission‑Driven Impact: Every ticket you resolve directly supports the nation’s most essential health programs.
• Remote‑First Flexibility: Work from anywhere while staying connected to a vibrant, collaborative community.
• Career‑Accelerating Resources: Structured onboarding, mentorship, and a wealth of internal training portals.
• Inclusive Culture: A workplace that celebrates diversity, promotes mental well‑being, and rewards innovation.
• Innovation Hub: Collaborate with engineers, data scientists, and policy experts to shape the future of federal health technology.
• Recognition & Growth: Transparent promotion pathways and performance‑based incentives keep you motivated and rewarded.

Key Responsibilities

As a Senior Remote Customer Service Specialist, you will be the first line of defense for federal healthcare users across the country. Your role blends technical expertise, customer empathy, and strategic collaboration to ensure seamless access to federal health services.

• Remote Technical Support: Provide first‑line assistance to users nationwide, handling password resets, account unlocks, MFA troubleshooting, and profile updates.
• Desktop & Peripheral Management: Install, configure, and maintain desktops, laptops, printers, scanners, and other PC peripherals for remote and on‑site users.
• Operating System & Software Support: Deploy and troubleshoot Windows, macOS, and Linux environments, ensuring optimal performance and security compliance.
• Ticketing & Knowledge Base Management: Log incidents accurately, document resolutions, and contribute to the evolving knowledge base to improve repeatable customer experiences.
• Advanced Troubleshooting: Diagnose complex workstation and network issues, collaborate with network engineers, and provide escalation paths when necessary.
• Project Liaison: Serve as a technical bridge between end‑users and project managers, facilitating smooth transitions of new technology initiatives into production.
• Image & Deployment Management: Utilize imaging tools to deploy standardized workstation images, ensuring consistency across the organization.
• Continuous Improvement: Identify recurring pain points, recommend process enhancements, and participate in cross‑functional improvement initiatives.
• Flexibility & Adaptability: Respond to shifting priorities, support additional programs within the broader portfolio, and contribute to temporary or ongoing support queues as business needs evolve.
• Compliance & Security: Ensure all support activities adhere to federal security standards, data privacy regulations, and compliance requirements.
• Training & Mentorship: Mentor junior support staff, share best practices, and contribute to the development of training materials.

Essential Qualifications

• High school diploma or equivalent; 1+ year of experience in a technical support or help‑desk environment.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proficient in troubleshooting hardware, software, and network connectivity issues.
• Experience with remote desktop tools, ticketing systems, and knowledge‑base documentation.
• Detail‑oriented, organized, and capable of managing multiple concurrent tickets.
• Ability to work independently and collaboratively within a team.
• Willingness to complete the client vetting process as a condition of employment.
• Adaptable to ambiguity, change, and evolving technology landscapes.
• Basic understanding of federal IT security frameworks (e.g., NIST, FedRAMP).
• Experience with scripting or automation tools (PowerShell, Bash) is a plus.

Preferred Skills & Experience

• Experience with call center telephony equipment and multi‑channel support (phone, chat, email).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Knowledge of log monitoring, scheduled event tracking, and anomaly reporting.
• Prior government or federal agency experience, especially within CMS or healthcare domains.
• Training or certification in ITIL, CompTIA A+, or related technical disciplines.
• Experience with virtualization platforms (VMware, Hyper‑V) and cloud services (Azure, AWS).
• Familiarity with HIPAA regulations and secure handling of protected health information.

Skills & Competencies for Success

• Technical Aptitude: Quick learning curve for new operating systems, software, and hardware.
• Problem‑Solving: Analytical mindset to diagnose root causes and implement effective solutions.
• Communication: Clear, concise, and empathetic communication with users of varying technical proficiency.
• Time Management: Prioritize tickets, meet SLA targets, and maintain high productivity.
• Team Collaboration: Work seamlessly with cross‑functional teams, including project managers, network engineers, and security specialists.
• Continuous Learning: Stay current with emerging technologies, industry best practices, and regulatory changes.
• Customer Advocacy: Champion the user experience and advocate for improvements that enhance service quality.
• Resilience: Maintain composure under pressure and adapt to fast‑paced environments.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured onboarding and mentorship programs to accelerate skill acquisition.
• Access to internal training portals covering advanced networking, cybersecurity, and federal compliance.
• Opportunities to transition into specialized roles such as Systems Engineer, Network Administrator, or Project Manager.
• Participation in cross‑departmental projects that broaden your exposure to enterprise‑wide initiatives.
• Regular performance reviews with clear pathways for promotion and salary progression.
• Leadership development programs for high‑potential employees Apply for this job