Senior Tier I Customer Support Specialist – Remote, 24/7 Shift Flexibility, Public Trust Clearance – Delivering Unmatched Government Technology Support & Service Excellence for Federal, State & Local Agencies at brighthush

Welcome to brighthush – Where Public Service Meets Cutting‑Edge Technology

At brighthush, we’re redefining how federal, state, and local agencies harness secure, cloud‑native solutions to serve the public. Our portfolio spans advanced analytics, resilient network infrastructures, and mission‑critical platforms that keep government operations running smoothly in an increasingly digital world. Technology is more than code for us – it’s a catalyst for positive change, and our people are the heart of that change. We’re committed to delivering services with speed, transparency, and trust, ensuring that every citizen, agency, and partner experiences the highest level of support.

Why This Role Matters

As the first line of defense for our government partners, the Tier I Customer Support Specialist is the face of brighthush’s commitment to excellence. Your expertise guarantees that mission‑critical systems remain operational, support processes run smoothly, and every partner receives the assistance they need, when they need it. In a world where public trust hinges on seamless technology, your role is pivotal in ensuring that every citizen, agency, and partner experiences reliable, responsive, and empathetic support.

Key Responsibilities

• First‑Line Customer Engagement: Serve as the initial point of contact for all support requests via phone, email, chat, and ticketing systems, delivering a welcoming and professional experience that reflects brighthush’s brand values.
• Technical Troubleshooting: Diagnose and resolve basic to intermediate technical problems using established procedures, covering Windows, macOS, and common application issues.
• Documentation Excellence: Record every interaction, troubleshooting step, and resolution in the ticketing platform with precision, ensuring knowledge is captured for future reference.
• Escalation Management: Identify when an issue exceeds Tier I scope and seamlessly hand off to Tier II or Tier III specialists, providing all necessary context for a swift resolution.
• Customer Follow‑Up: Reach out to customers after resolution to confirm satisfaction, gather feedback, and close tickets with a positive outcome.
• Issue Trend Analysis: Monitor recurring problems, collaborate with product teams, and contribute to continuous improvement initiatives that enhance product stability.
• Product Knowledge Mastery: Maintain up‑to‑date knowledge of brighthush products, services, and policies to provide accurate, timely information to customers.
• Knowledge‑Base Development: Assist in creating and refining knowledge‑base articles, FAQs, and support documentation to empower both customers and teammates.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Learning: Participate in ongoing training programs to deepen technical expertise and enhance support skills, including vendor‑certified courses.
• Certification Achievement: Earn required technical certifications within specified timeframes, such as the HDI Customer Service Representative Certification.
• Special Projects: Contribute to process improvement projects, new product rollouts, or system upgrades as directed by management.
• Professional Demeanor: Uphold a courteous, empathetic, and solution‑focused attitude in every customer interaction, embodying brighthush’s commitment to service excellence.

Essential Qualifications

• Education: High School Diploma, GED, or equivalent.
• Experience: 3–5 years in customer service or technical support roles, preferably in a government or public‑sector environment.
• Ticketing Proficiency: Hands‑on experience with help‑desk ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
• Operating System Knowledge: Troubleshooting experience with Windows and/or macOS operating systems.
• Communication Skills: Strong verbal and written communication abilities, with a talent for explaining technical concepts to non‑technical users.
• Technical Foundations: Basic understanding of computer systems, networks, and common software applications.
• Time Management: Ability to multi‑task, prioritize, and manage time effectively in a fast‑paced environment.
• Problem‑Solving: Strong analytical skills and meticulous attention to detail.
• Security Awareness: Familiarity with IT security best practices and data protection principles.
• Microsoft Office: Proficiency with Word, Excel, Outlook, and other Office Suite tools.
• Self‑Motivation: Capable of working independently while collaborating seamlessly with teammates.
• Customer‑Centric Mindset: Patience, empathy, and a genuine commitment to customer satisfaction.
• Public Trust Clearance: Willingness to obtain a Public Trust clearance, reflecting integrity and reliability.

Preferred Skills and Experience

• Experience in a call center or help‑desk environment, handling high call volumes with professionalism.
• Knowledge of remote desktop support tools (e.g., TeamViewer, AnyDesk, Remote Desktop Manager).
• Familiarity with CRM software such as Salesforce or Microsoft Dynamics.
• Experience supporting mobile devices (iOS, Android) and mobile applications.
• Understanding of government procurement, logistics, and compliance processes.
• Experience troubleshooting VoIP systems and related telephony infrastructure.
• Bilingual or multilingual capabilities to serve diverse user bases.
• Background in a government contracting environment, with awareness of contracting regulations and timelines.

What brighthush Offers You

Competitive Compensation & Benefits

While specific salary ranges are confidential, brighthush offers a competitive base pay that reflects your experience and the critical nature of your role. In addition to base salary, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance plans with a range of coverage options.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid time off, including vacation, sick leave, and holidays, to support work‑life balance.
• Paid parental leave and family‑support programs to celebrate life’s milestones.
• Life and disability insurance for peace of mind.
• Flexible spending accounts for health and dependent care expenses.
• Commuter benefits, including home‑office stipends for remote employees.
• Tuition reimbursement for approved courses and certifications to fuel your professional growth.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. You’ll have access to:

• Structured onboarding and mentorship programs that pair you with experienced teammates.
• Regular technical training sessions, including vendor‑certified courses and internal knowledge workshops.
• Cross‑functional projects that expose you to new technologies, business processes, and stakeholder perspectives.
• Clear career pathways from Tier I to Tier III support, and beyond into product management, engineering, or project leadership roles.
• Annual performance reviews focused on growth, skill development, and goal setting, with transparent metrics and actionable feedback.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. Key cultural pillars include:

• Remote‑first flexibility with optional on‑site collaboration hubs for those who prefer in‑person interaction.
• Inclusive, diverse, and respectful workplace values that celebrate individuality and collective success.
• Open communication channels—weekly town halls, team stand‑ups, and one‑on‑one check‑ins—to keep everyone informed and engaged.
• Recognition programs that celebrate both individual and team achievements, fostering a sense of pride and belonging.
• Community engagement initiatives, including volunteer days and partnerships with local nonprofits, to give back to the communities we serve.

Additional Perks

• Annual wellness stipend for fitness, mental health, or personal development activities.
• Technology stipend to equip you with the best tools for remote work.
• Flexible scheduling options to accommodate different life rhythms and time zones.
• Employee resource groups that support networking, mentorship, and professional development.

How to Apply

Ready to bring your technical expertise, customer‑centric mindset, and passion for service to a dynamic, mission‑driven organization? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Tier I Customer Support Specialist role at brighthush. We review applications on a rolling basis and may fill positions before the posted deadline—so act quickly!

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, veteran status, or any other protected characteristic. If you require accommodations during the application process, please contact our HR team at [email protected] or call 703‑488‑9377.