Seasoned Customer Service Technician – Technical Support & Client Liaison for Veterans Affairs Contracts

About brighthush

At brighthush, we’re on a mission to empower the heroes who have served our nation. Our partnership with the Veterans Affairs (VA) program is a cornerstone of that mission, delivering world‑class technology solutions that keep our veterans connected, informed, and supported. As a leading provider of secure, scalable, and user‑friendly systems, brighthush blends cutting‑edge innovation with a deep commitment to service excellence. If you’re passionate about making a tangible difference while working in a dynamic, collaborative environment, you’ll find a home here.

Why This Role Matters

The Customer Service Technician is the frontline guardian of our VA contract’s success. You’ll be the bridge that turns complex technical challenges into seamless, user‑friendly solutions. Your expertise will directly impact the daily lives of veterans and the efficiency of the VA’s operations. In this role, you’ll blend technical acumen, empathy, and strategic communication to keep our systems running smoothly and our clients satisfied.

Key Responsibilities

• Technical Issue Resolution: Respond promptly to escalated technical problems reported by end users, using existing manuals, knowledge bases, and scripted responses to deliver accurate, timely solutions.
• Client Liaison: Act as the primary point of contact between the VA, brighthush operations, and our Engineering/Development teams, ensuring clear, consistent communication and rapid issue triage.
• Escalation Management: Identify when a problem requires deeper engineering intervention, document the issue thoroughly, and coordinate with the appropriate support team to expedite resolution.
• Documentation & Knowledge Sharing: Create and maintain detailed work‑arounds, troubleshooting guides, and solution documentation to enrich our internal knowledge base and reduce future incidents.
• Shift Coverage: Provide support during extended core hours (Mon–Sat 6:00 AM–10:00 PM ET; Sun 6:00 AM–3:00 PM ET), ensuring continuous coverage for the VA’s critical operations.
• Process Improvement: Analyze recurring issues, propose process enhancements, and collaborate with cross‑functional teams to implement best practices.
• Team Collaboration: Participate in daily stand‑ups, sprint planning, and retrospective meetings within an agile framework, contributing to a culture of continuous improvement.
• Compliance & Security: Adhere to all VA security protocols, data privacy regulations, and internal compliance standards while handling sensitive information.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of 2–3 years of experience in technical support, help desk, or customer service roles, preferably in a healthcare or government environment.
• Proven ability to troubleshoot, debug, and resolve complex technical issues under pressure.
• Strong prioritization skills: manage multiple tickets simultaneously while maintaining high service quality.
• Excellent written and verbal communication skills, with the ability to translate technical jargon into clear, user‑friendly language.
• Experience working in a collaborative, agile team setting.
• Self‑motivated, proactive, and capable of managing triage calls across multiple disciplines.
• Proficiency in using ticketing systems (e.g., ServiceNow, Jira), remote desktop tools, and basic scripting.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience with VA or other government contracting environments.
• Knowledge of cybersecurity best practices and compliance frameworks (HIPAA, FISMA).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
• Multilingual capabilities, especially in Spanish or other languages used by VA beneficiaries.

Core Competencies & Skills

• Technical Proficiency: Solid understanding of operating systems, networking concepts, and common enterprise software.
• Problem‑Solving: Analytical mindset with a systematic approach to diagnosing and resolving issues.
• Customer‑Centric Mindset: Empathy for end users, especially veterans, and a commitment to delivering exceptional service.
• Communication: Clear, concise, and professional communication across all levels of the organization.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration: Team player who values diverse perspectives and works effectively with cross‑functional stakeholders.
• Time Management: Efficiently juggle multiple tasks, deadlines, and high‑volume support requests.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Technician, you’ll have the chance to:

• Progress to a Senior Support Engineer or Technical Account Manager role, taking on more complex projects and client relationships.
• Earn certifications and attend industry conferences, with company sponsorship for continuing education.
• Participate in cross‑departmental initiatives, such as product development, security audits, and process optimization.
• Mentor new hires and contribute to the creation of training materials, shaping the next generation of support professionals.
• Explore opportunities in related fields such as project management, quality assurance, or solutions architecture.

Work Environment & Culture

brighthush fosters a culture of respect, inclusion, and innovation. Our team members enjoy:

• Collaborative workspaces that encourage open dialogue and idea sharing.
• Flexible scheduling options, including remote work, to support work‑life balance.
• A supportive leadership team that values transparency, accountability, and professional growth.
• Regular team‑building events, volunteer opportunities, and community outreach initiatives.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Health Care Plan (Medical, Dental & Vision) with comprehensive coverage options.
• Retirement Plan (401(k) with company match, IRA options).
• Life Insurance (Basic, Voluntary & Accidental Death & Dismemberment).
• Paid Time Off (Vacation, Sick Leave & Public Holidays).
• Short‑Term & Long‑Term Disability coverage.
• Robust Training & Development programs, including tuition reimbursement and skill‑building workshops.
• Employee Assistance Program (EAP) and wellness resources.
• Performance‑based bonuses and recognition programs.

How to Apply

Ready to make a difference and grow your career with a purpose‑driven organization? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your skills and passion align with our mission to serve those who served us.