Customer Support Associate – Remote Help Desk Specialist & Technical Support Professional (UAS-NY Application Support)

--- Join careerzynith: Where Technology Meets Compassionate Service Are you ready to make a meaningful impact in the healthcare technology sector? careerzynith is seeking a dedicated and experienced Customer Support Associate to join our dynamic team in a fully remote capacity. This is a unique opportunity to support critical infrastructure that serves New York State's healthcare ecosystem, particularly in the areas of Medicaid and Long-Term Care programs. At careerzynith, we understand that our greatest asset is our people. As a Women-Owned (M/WBE) IT solutions and consulting company, we take pride in delivering enterprise systems that significantly improve our clients' IT performance. Our work spans across the entire IT spectrum, including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture. We believe in empowering our employees with challenging projects that not only advance their careers but also contribute to meaningful outcomes for citizens across New York State.

About the Role

We are currently looking for a talented Customer Support Associate to provide exceptional Help Desk user support, coordination, and triage services for users of the UAS-NY Application. This position is designed for professionals who thrive in customer-facing roles and have a passion for solving complex technical problems while delivering outstanding service. Position Details:

• Employment Type: Full-time, Contract
• Work Location: 100% Remote (with potential future transition to hybrid in Albany, NY)
• Time Zone Requirement: Must reside in the Eastern Standard Time (EST) zone
• Hourly Rate: $25.00 - $35.00 per hour

The selected candidate will be responsible for answering phone calls and emails from users, assisting them in utilizing our multi-domain, multi-faceted UAS-NY Application. This role goes beyond traditional customer support – it requires someone who can provide outreach and education efforts to users while analyzing data in accordance with defined compliance activities to contribute to ongoing process improvement.

Key Responsibilities

As a Customer Support Associate at careerzynith, you will play a crucial role in ensuring seamless user experience and system functionality. Your daily responsibilities will include:

• User Support Excellence: Respond to end-user inquiries via phone and email, providing timely and effective solutions to technical issues and system questions related to the UAS-NY Application.
• Root Cause Analysis: Test system functionality to determine the root cause of user-reported issues, documenting findings and implementing appropriate solutions or escalation procedures.
• Policy Adherence: Ensure program requirements, regulations, and policies are understood, documented, and adhered to across the Department and affiliated organizations.
• Compliance Monitoring: Review use of systems, ensuring individual and organization compliance with program policies and healthcare regulations.
• User Communication: Responsible for user-facing communications, ensuring clarity, accuracy, and professionalism in all interactions.
• Training Material Review: Review training materials for accuracy and completeness, ensuring users have access to up-to-date resources.
• Data Analysis: Analyze data in accordance with defined compliance activities to contribute to ongoing process improvement initiatives.
• Outreach & Education: Provide proactive outreach and education efforts for users, helping them maximize the value of the UAS-NY Application.
• Documentation: Maintain detailed records of all support interactions, issues resolved, and trends identified for continuous improvement.

Essential Qualifications

To succeed in this role, candidates must meet the following mandatory requirements:

• Education: Bachelor's Degree from an accredited institution.
• Experience: Minimum of three (3) years of relevant Customer Support experience, preferably in a help desk or technical support environment.
• Industry Knowledge: Minimum of three (3) years of experience in healthcare, Medicaid, and Long-Term Care sectors.
• Technical Proficiency: Minimum of three (3) years of experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• State Knowledge: Minimum of three (3) years of experience with policies and protocols of New York State agencies, particularly those delivering s