About brighthush and the Mission Behind Our Work
At brighthush, we are proud to partner with the Centers for Medicare & Medicaid Services (CMS) to deliver mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. Our work is more than a job – it is a commitment to public service, to ensuring that every individual receives the support they need to navigate complex healthcare systems with confidence and ease. As a fully remote organization, we bring together a diverse team of experts who share a passion for technology, customer service, and community impact.
Why Join brighthush?
- Impactful Work – Every ticket you resolve helps a citizen access essential health services.
- Remote Flexibility – Work from anywhere while maintaining a healthy work‑life balance.
- Growth Opportunities – Clear career pathways from Technician I to senior support roles and beyond.
- Inclusive Culture – We celebrate diversity, equity, and inclusion in every facet of our organization.
- Competitive Compensation & Benefits – Market‑aligned pay, health & wellness benefits, and generous paid time off.
Key Responsibilities
As a Remote Customer Service Associate, you will serve as the first line of technical support for CMS’s BOSC program and potentially other related initiatives. Your day‑to‑day tasks will include:
- Providing remote desktop support to users in home and remote office settings.
- Resetting user IDs, passwords, and unlocking accounts while ensuring compliance with CMS security protocols.
- Troubleshooting multi‑factor authentication (MFA) issues and resolving system access challenges.
- Managing profile updates, approving or rejecting role requests, and maintaining accurate user records.
- Responding to inquiries about reports, files, data exchange, and supporting documentation.
- Installing, configuring, and maintaining desktops, laptops, printers, scanners, and other peripherals.
- Deploying operating systems and workstation images using image deployment software.
- Diagnosing and resolving hardware, software, and network issues at the workstation level.
- Documenting all support activities in the ticketing system and contributing to knowledge base articles.
- Collaborating with project managers to transition new technology initiatives into production support.
- Identifying process improvement opportunities and providing feedback to management.
- Assisting in training and supporting other programs or queues as business needs evolve.
Essential Duties & Responsibilities
Beyond the core technical tasks, you will:
- Work independently and as part of a team to meet SLA targets.
- Communicate clearly and professionally via calls, email, chat, and ticketing systems.
- Maintain meticulous documentation and ensure tickets are resolved in a timely manner.
- Adapt to shifting priorities and new assignments with flexibility and resilience.
Minimum Qualifications
- High School diploma or equivalent.
- At least 1 year of experience in a technical support or help desk role.
- Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (preferred shift: 11:00 AM‑7:30 PM EST).
- Strong verbal and written communication skills.
- Excellent analytical and problem‑solving abilities.
- Attention to detail, organization, and a customer‑service mindset.
- Ability to follow processes, procedures, and guidelines consistently.
- Capability to work independently and collaboratively within a team.
- Successful completion of the CMS client vetting process is required.
- Adaptability to ambiguity and change.
Preferred Skills & Qualifications
- Additional training or education in IT, 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).
- Government or federal agency experience is a plus.
- Knowledge of security best practices for MFA and user account management.
Skills & Competencies for Success
- Technical Proficiency – Comfortable with Windows, macOS, and Linux environments; adept at remote desktop tools.
- Customer‑Centric Mindset – Empathy, patience, and a genuine desire to help users overcome technical hurdles.
- Problem‑Solving – Ability to diagnose root causes quickly and implement effective solutions.
- Communication – Clear, concise, and professional communication across multiple channels.
- Time Management – Prioritize tasks, manage multiple tickets, and meet SLA targets.
- Team Collaboration – Work seamlessly with project managers, senior technicians, and cross‑functional teams.
- Continuous Learning – Stay current with emerging technologies and best practices in IT support.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing a clear path for advancement. Starting as a Technician I, you can progress to:
- Technician II – More complex troubleshooting, project support, and mentorship responsibilities.
- Senior Technician – Lead initiatives, manage knowledge base content, and guide junior staff.
- Support Manager – Oversee support teams, develop processes, and drive service excellence.
- Specialist Roles – Transition into cybersecurity, data analytics, or project management within the CMS ecosystem.
We also offer continuous learning through:
- Access to online training platforms and certifications (e.g., CompTIA, Microsoft, Cisco).
- Mentorship programs with senior leaders.
- Regular knowledge‑sharing sessions and internal tech talks.
- Opportunities to attend industry conferences and workshops.
Work Environment & Company Culture
brighthush fosters a culture of collaboration, transparency, and innovation. Even though we operate remotely, we maintain:
- Weekly virtual team huddles to share updates and celebrate wins.
- Open channels for feedback and continuous improvement.
- Inclusive policies that support work‑life balance, mental health, and personal growth.
- Recognition programs that highlight outstanding contributions.
Compensation, Perks, and Benefits
While the base hourly rate for this role is $21.53, we also provide:
- Health, dental, and vision insurance options.
- 401(k) retirement plan with company match.
- Paid time off, sick leave, and holidays.
- Flexible work schedule and remote work stipend.
- Professional development budget and tuition reimbursement.
- Employee wellness programs, including virtual fitness classes and mental health resources.
How to Apply
Ready to make a difference? Submit your application through our careers portal and join a team that values your expertise, supports your growth, and empowers you to deliver exceptional service to those who need it most.
Join brighthush – Where Technology Meets Service
At brighthush, we are more than a tech support team; we are a community of dedicated professionals committed to improving lives through reliable, secure, and compassionate service. If you thrive in a dynamic, mission‑driven environment and are eager to grow your technical and customer‑service skills, we encourage you to apply today. Together, we can help millions navigate the complexities of healthcare with confidence and ease.
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