Experienced Customer Support Associate – Remote Help Desk and Application Support Specialist

About Us

UNIVERSAL Technologies, LLC is a dynamic and forward-thinking Women-Owned (M/WBE) IT solutions and consulting company that has been revolutionizing the IT landscape for years. Our mission is to deliver cutting-edge enterprise systems that significantly improve our clients' IT performance, and we're passionate about empowering our employees to excel in their careers. With a strong focus on development, business, systems, data analysis, project management, cyber security, network engineering, and high-level system architecture, we're committed to pushing the boundaries of what's possible in the IT industry.

Job Summary

We're seeking an experienced Customer Support Associate to join our team as a Remote Help Desk and Application Support Specialist. As a key member of our support team, you'll be responsible for providing top-notch help desk user support, coordination, and triage for users of the UAS-NY Application. Your primary tasks will include answering phone calls and emails from users to assist them in utilizing a multi-domain, multi-faceted application. You'll also be responsible for providing outreach and education efforts for users, analyzing data in accordance with defined compliance activities, and contributing to ongoing process improvement.

Key Responsibilities

* Provide Help Desk user support, coordination, and triage for users of the UAS-NY Application via phone and email

• Test 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
• Review use of systems, ensuring individual and organization compliance with program policies
• Responsible for user-facing communications and reviewing training materials for accuracy
• Analyze data in accordance with defined compliance activities to contribute to ongoing process improvement
• Collaborate with the team's functional areas to ensure seamless support and service delivery

Essential Qualifications

* Bachelor's Degree

• Three years of relevant Customer Support experience
• Strong customer service skills with prior experience working on a help desk
• Ability to conduct tasks in a timely, effective, and patient manner
• Familiarity with policies and protocols of the State agencies to deliver services to the citizens under various healthcare programs
• Strong professional writing and communication skills
• Ability to resolve complex assignments requiring research, investigation, and analysis
• Experience in healthcare, Medicaid, and Long-Term Care required
• Proficient with Microsoft Office Suite
• Exceptional written and verbal communications, strong documentation, critical thinking, and analytical skills
• Ability to work and train independently and under general supervision, as well as work collaboratively with the team's functional areas

Preferred Qualifications

* Advanced education or training in a related field

• Experience working in a similar role or industry
• Familiarity with the UAS-NY Application or similar systems
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Proficient in Microsoft Office Suite, particularly Excel, Word, and PowerPoint
• Strong documentation and writing skills
• Ability to learn and adapt quickly to new systems and processes
• Strong critical thinking and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Career Growth Opportunities and Learning Benefits

At UNIVERSAL Technologies, we're committed to helping our employees grow and develop their careers. As a Customer Support Associate, you'll have access to a range of training and development opportunities, including:

• Ongoing training and support to help you develop your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and supportive work environment
• Flexible work arrangements to support work-life balance

Work Environment and Company Culture

We're proud of our company culture, which is built on the principles of collaboration, innovation, and customer satisfaction. Our team is passionate about delivering exceptional service and support to our clients, and we're committed to creating a work environment that's inclusive, diverse, and supportive.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive hourly rate ($25.00 - $35.00 per hour)
• Comprehensive benefits package, including health, dental, and life insurance
• 401K plan with company match
• Generous paid time off and holiday policy
• Pre-tax transportation program
• Flexible work arrangements to support work-life balance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support and service, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. Don't forget to answer the application questions, including:

• Do you reside in the EST Time zone?
• Do you have a LinkedIn account?

We can't wait to hear from you and learn more about your qualifications and experience! Apply for this job