Customer Support Associate

UNIVERSAL Technologies is seeking a Customer Support Associate for a remote position. The project is currently 100% remote but may change to hybrid in Albany, NY in the future. Applicants must reside in the EST time zone and have a LinkedIn account.

Position: The Customer Support Associate will perform Help Desk user support, coordination, and triage for users of the UAS-NY Application. The main task will be answering phone calls and e-mails from users to assist them in utilizing a multi-domain, multi-faceted application. Additional responsibilities will include providing outreach and education efforts for users and analyzing data in accordance with defined compliance activities to contribute to ongoing process improvement.

WHO WE ARE:
UNIVERSAL Technologies, LLC is a Women-Owned (M/WBE) IT solutions and consulting company focused at delivering enterprise systems that significantly improve our clients IT performance. We work across the IT spectrum including Development, Business/Systems/Data Analysis, Project Management, Cyber Security, Network Engineering, and High-Level System Architecture.

The pride in the services we provide and the accessibility and flexibility we provide to employees are what make Universal Technologies stand out from the rest! We hope to propel your IT career to the next level and excite our employees with new and challenging projects.

WHAT WE OFFER:
Our W2 employees can expect the following benefits:

• Competitive pay
• Health/Dental Insurance
• Group Life Insurance
• 401K
• HSA/FSA
• Pre-Tax Transportation Program
• Generous Paid Time Off/Holiday Policy

MANDATORIES:

• Bachelor's Degree.
• Must have three years of relevant Customer Support experience.
• An equivalent combination of advanced education, training, and experience will be considered.
• 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.
• Must have 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.

JOB DUTIES:

• Assist end users with system issues 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.

UNIVERSAL Technologies is an Equal Opportunity Employer.

Job Types: Full-time, Contract

Pay: $25.00 - $35.00 per hour

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

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

Education:

• Bachelor's (Required)

Experience:

• Customer Support: 3 years (Required)
• Microsoft Office Suite: 3 years (Required)
• Healthcare: 3 years (Required)
• Medicaid: 3 years (Required)
• Long-Term Care: 3 years (Required)
• analytical skills: 3 years (Required)
• policies and protocols of NY State agencies: 3 years (Required)

Work Location: Remote