Experienced Customer Support Associate – Remote IT Solutions and Consulting

At arenaflex, we're committed to delivering exceptional IT solutions and consulting services that significantly improve our clients' IT performance. As a leading Women-Owned (M/WBE) IT solutions and consulting company, we're passionate about empowering our employees to propel their IT careers to the next level. We're now seeking an experienced Customer Support Associate to join our dynamic team and contribute to our mission of providing innovative and accessible solutions to our clients.

About arenaflex

arenaflex is a forward-thinking IT solutions and consulting company that operates at the forefront of the industry. With a strong focus on enterprise systems, we deliver cutting-edge solutions that drive business growth and improvement. Our team of experts spans the IT spectrum, including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture. We're proud of our commitment to accessibility and flexibility, which sets us apart from the rest.

Job Summary

We're seeking an experienced Customer Support Associate to join our remote team and provide exceptional support to our clients. As a Customer Support Associate, you'll be responsible for delivering top-notch help desk user support, coordination, and triage for users of our UAS-NY Application. Your primary task will be answering phone calls and emails from users to assist them in utilizing our 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

• Answer phone calls and emails from users to assist them in utilizing the application
• Provide outreach and education efforts for users to ensure they're utilizing the application effectively
• Analyze data in accordance with defined compliance activities to contribute to ongoing process improvement
• Review use of systems to ensure individual and organization compliance with program policies
• Responsible for user-facing communications and reviewing training materials for accuracy
• 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

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
• Familiar 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

* Experience working in a remote environment

• Familiarity with the UAS-NY Application
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities
• Experience with data analysis and reporting
• Strong communication and interpersonal skills

What We Offer

* Competitive pay

• Health/Dental Insurance
• Group Life Insurance
• 401K
• HSA/FSA
• Pre-Tax Transportation Program
• Generous Paid Time Off/Holiday Policy
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options

Work Environment and Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional results and making a meaningful impact on our clients' businesses. We're proud of our commitment to accessibility and flexibility, which sets us apart from the rest.

How to Apply

If you're a motivated and experienced Customer Support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

Application Requirements

* Do you reside in the EST Time zone?

• Do you have a LinkedIn account?
• Bachelor's Degree
• Three years of relevant Customer Support experience
• Microsoft Office Suite experience
• Healthcare experience
• Medicaid experience
• Long-Term Care experience
• Analytical skills
• Familiarity with policies and protocols of NY State agencies

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job