Job Description

In this role as a Customer Support Associate, under the direction of the Help Desk Lead and the Project Manager, you will perform Help Desk user support, coordination, and triage for users of the UAS-NY Application. Your main task will be answering phone calls and e-mails from users to assist them in utilizing a multi-domain, multi-faceted application. A high level of customer service skills is required, with the ability to conduct tasks in a timely, effective, and patient manner. You must have strong professional writing and communication skills. You must have the ability to resolve complex assignments requiring research, investigation, and analysis. You must have the ability to work and train independently and under general supervision, as well as work collaboratively with the team’s functional areas.

Additional responsibilities will include provider outreach and education efforts for our users as well as analysis of data in accordance with defined compliance activities. You will also contribute to ongoing process improvement.

Duration: ASAP – 3/31/2027

Full Time : 40 Hours/Week

Location: Albany – Hybrid – The project is currently 100% remote as the client doesn’t have a workspace at this time. However, that may change in the future.

Job Duties:

• Assisting end users with system issues via phone and email.
• Testing system functionality to determine root cause of user reported issues.
• Ensure program requirements, regulations, and policies are understood, documented, and adhered to across the Department and affiliated organizations
• Aid in reviewing use of systems, ensuring individual and organization compliance with program policies.
• Responsible for user-facing communications and reviewing training materials for accuracy.

Job Qualifications:

• Bachelor's Degree
• 3 years of relevant experience
• Equivalent combination of advanced education, training, and experience will be considered.

Required Skills:

• Strong customer service skills with prior experience working on a help desk
• Experience in healthcare, Medicaid, and Long-Term Care preferred.
• Proficient with Microsoft Office Suite.
• Must have exceptional written and verbal communications, strong documentation, critical thinking, and analytical skills.

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