About brighthush

brighthush is a forward‑thinking technology partner that empowers government agencies and healthcare organizations to deliver seamless digital experiences. With a focus on cloud‑native solutions, data analytics, and user‑centric design, brighthush has become a trusted ally for agencies looking to modernize their operations while maintaining the highest standards of security and compliance. Our team of dedicated professionals thrives on solving complex problems, fostering innovation, and creating a culture where every voice matters.

Why This Role Matters

In today’s fast‑paced digital landscape, the first point of contact between users and technology can make or break the overall experience. As a Tier 1 Customer Support Specialist, you will be the frontline guardian of our CMS Technical Help Desk, ensuring that users can access, navigate, and utilize the system with confidence. Your role is pivotal in maintaining uptime, reducing friction, and driving adoption of our cloud‑based content management platform.

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, we believe that 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.