Tier 1 Customer Support Specialist I – Remote Healthcare Technology Support & Client Success Advocate at brighthush

About brighthush – Pioneering the Future of Healthcare Workforce Solutions

brighthush stands at the forefront of healthcare workforce innovation, delivering a comprehensive suite of learning, clinical development, credentialing, and scheduling applications that power the industry’s #1 platform. Our mission is simple yet profound: empower the people who deliver care so they can work smarter, safer, and more efficiently. With over three decades of experience, brighthush has transformed everyday clinical tasks into seamless, data‑driven experiences that boost performance, engagement, and patient safety. As a remote‑first organization headquartered in Nashville, TN, we blend cutting‑edge technology with a people‑first culture, creating an environment where every employee can thrive while shaping the future of patient care.

Why Choose a Career at brighthush?

Joining brighthush means becoming part of a purpose‑driven team that values innovation, collaboration, and personal growth. Our employees—affectionately known as brighthushers—enjoy a vibrant, inclusive workplace that celebrates diversity of thought and background. We offer:

• Mission‑oriented work: Directly impact the quality of healthcare delivery across the nation.
• Competitive compensation & performance bonuses: Rewarding your contributions with market‑leading pay.
• Comprehensive health & wellness benefits: Medical, dental, vision, mental‑health resources, and fitness‑center reimbursements.
• Flexible remote work model: Full‑time remote position with occasional optional visits to our Nashville Resource Center.
• Generous paid time off & volunteer days: “Streaming Good” days to give back to your community.
• Continuous learning: Access to internal training, certifications, and mentorship programs.
• Career advancement pathways: Clear ladders to senior support, product management, or specialized healthcare roles.

Position Overview – Tier 1 Customer Support Specialist I

As a Tier 1 Customer Support Specialist I at brighthush, you will be the first point of contact for our diverse client base, delivering exceptional phone, email, and chat support. You will embody the brighthush brand, turning complex technical challenges into simple, positive experiences for our users. This role is ideal for individuals who thrive in fast‑paced environments, possess a natural curiosity for technology, and are eager to grow within a dynamic, mission‑driven organization.

Key Responsibilities

• Provide prompt, courteous, and knowledgeable support via phone, email, and live chat, adhering to brighthush’s service level agreements.
• Diagnose, troubleshoot, and resolve technical issues related to brighthush’s learning, credentialing, and scheduling platforms.
• Document each interaction in the ticketing system with clear, concise notes that capture the problem, steps taken, and resolution.
• Escalate complex cases to Tier 2 or product engineering teams while maintaining ownership and follow‑up.
• Collaborate cross‑functionally with product, engineering, and training teams to test new releases, gather feedback, and suggest enhancements.
• Maintain strict compliance with brighthush security policies, data‑privacy regulations, and industry standards.
• Build and nurture strong relationships with customers, acting as a trusted advisor and advocate for their success.
• Identify recurring issues and contribute to the creation of knowledge‑base articles, FAQs, and self‑service resources.
• Participate in regular team huddles, training sessions, and performance reviews to continuously improve service quality.
• Provide actionable insights from customer interactions to inform product roadmaps and service improvements.

Essential Qualifications

• Minimum of 1 year of experience in a technical help‑desk, customer support, or related role.
• Strong verbal and written communication skills; ability to convey technical concepts to non‑technical audiences.
• Demonstrated problem‑solving aptitude with a methodical approach to troubleshooting.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Basic understanding of SaaS platforms and cloud‑based applications.
• High school diploma or equivalent; a bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field is preferred but not mandatory.
• Experience or familiarity with the healthcare industry is a distinct advantage.
• Ability to work independently in a remote environment while staying aligned with team goals.
• Commitment to brighthush’s security policies and data‑privacy standards.

Preferred Qualifications & Additional Skills

• Experience with healthcare credentialing, learning management systems, or clinical scheduling software.
• Knowledge of HIPAA regulations and other healthcare compliance frameworks.
• Exposure to CRM platforms such as Salesforce or HubSpot.
• Certification in IT support (e.g., CompTIA A+, ITIL Foundation) or customer service excellence.
• Multilingual abilities, especially Spanish, to support a broader client base.
• Strong analytical mindset with the ability to interpret data trends and generate actionable recommendations.

Core Competencies for Success

• Customer‑Centric Mindset: Passion for delivering delightful experiences that exceed expectations.
• Positive Attitude: Charismatic phone presence and the ability to stay upbeat under pressure.
• Collaboration: Team player who actively shares knowledge and supports peers.
• Adaptability: Comfortable navigating evolving product releases and shifting priorities.
• Attention to Detail: Accurate documentation and meticulous adherence to security protocols.
• Continuous Learning: Eagerness to acquire new technical skills and industry knowledge.

Career Growth & Development at brighthush

brighthush invests heavily in the professional development of its people. As a Tier 1 Customer Support Specialist I, you will have access to:

• Structured mentorship programs pairing you with senior support engineers or product managers.
• Internal training libraries covering technical topics, soft‑skill enhancement, and healthcare industry trends.
• Opportunities to transition into Tier 2/3 support, quality assurance, product training, or even product management roles.
• Quarterly career‑path workshops that help you map out short‑ and long‑term goals.
• Sponsored certifications and tuition reimbursement for relevant coursework.

Compensation, Perks, & Benefits

While the exact salary range is undisclosed, brighthush offers a competitive total‑reward package designed to attract and retain top talent:

• Base salary aligned with market benchmarks for remote technical support roles.
• Performance‑based bonuses and annual merit increases.
• Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Life and disability insurance, along with a 401(k) plan featuring company matching.
• Generous paid time off, including holidays, sick days, and “Streaming Good” volunteer days.
• Wellness stipend for fitness, mental‑health apps, or ergonomic home‑office equipment.
• Home‑office allowance to set up a productive remote workspace.
• Access to brighthush’s Nashville Resource Center for those who wish to work on‑site occasionally—complete with free parking, collaborative workspaces, and on‑site social events.

Work Environment & Culture at brighthush

Our culture is built on three pillars: innovation, inclusion, and impact. As a brighthusher, you will experience:

• Inclusive Community: Employee resource groups, diversity training, and a zero‑tolerance policy for discrimination.
• Collaborative Atmosphere: Regular virtual coffee chats, cross‑team hackathons, and open‑door communication with leadership.
• Mission‑Driven Projects: Every support ticket you resolve contributes directly to better patient outcomes and safer clinical environments.
• Flexibility: Choose your optimal work schedule within standard day shifts, with the ability to balance personal commitments.
• Recognition Programs: “Brighthush Hero” awards, peer‑nominated shout‑outs, and quarterly celebration events.

Equal Opportunity Commitment

brighthush is proud to be an equal‑opportunity employer. We prohibit discrimination of any kind based on age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran status, genetic information, or any other protected characteristic. Our hiring practices focus solely on talent, experience, and potential.

How to Apply

If you are ready to become the voice of brighthush, champion our customers, and grow within a forward‑thinking healthcare technology leader, we encourage you to submit your application today. Click the link below to start the process, and be prepared to showcase your passion for service, technical curiosity, and commitment to improving healthcare outcomes.

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Join brighthush – Where Your Support Powers Better Care

At brighthush, every conversation you have, every problem you solve, and every smile you create for a client contributes to a larger vision: a healthier world powered by empowered professionals. Take the next step in your career and become part of a team that values your voice, invests in your growth, and celebrates your successes. We look forward to welcoming you to the brighthush family.