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

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Join arenaflex: Where Technology Meets Compassionate Service

Are you ready to make a meaningful impact in the healthcare technology sector? arenaflex 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 arenaflex, 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 arenaflex, 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 services to citizens under various healthcare programs.


• Analytical Skills: Minimum of three (3) years of demonstrated analytical skills, including the ability to research, investigate, and resolve complex assignments.


• Communication Skills: Exceptional written and verbal communication skills with strong documentation abilities.


• Critical Thinking: Strong analytical and critical thinking skills to troubleshoot complex issues effectively.


• Work Ethic: Ability to work independently and under general supervision, as well as collaborate effectively with team members and functional areas.

Additional Requirements

• Must reside in the Eastern Standard Time (EST) time zone.


• Must have an active LinkedIn account.


• Strong customer service orientation with a patient and empathetic approach.


• Ability to conduct tasks in a timely, effective, and efficient manner.


• Proven track record of training users and explaining technical concepts to non-technical audiences.

Preferred Qualifications

While not mandatory, the following qualifications would be considered a significant asset:

• Previous experience supporting government or state agency applications.


• Certification in IT Service Management (ITIL, HDI, or equivalent).


• Familiarity with UAS-NY Application or similar case management systems.


• Knowledge of New York State Medicaid programs and Long-Term Care policies.


• Experience with remote support tools and technologies.


• Bilingual capabilities (particularly Spanish or other commonly spoken languages in New York).

Skills & Competencies Required for Success

At arenaflex, we look for candidates who demonstrate the following core competencies:

• Technical Acuity: Ability to quickly learn and navigate complex multi-domain applications while providing clear guidance to users.


• Customer-Centric Approach: A genuine passion for helping others, combined with patience and empathy when dealing with frustrated users.


• Problem-Solving Excellence: Strong diagnostic skills to identify root causes and implement effective solutions.


• Communication Mastery: Clear, concise, and professional written and verbal communication skills.


• Adaptability: Ability to thrive in a dynamic environment and adapt to changing requirements or priorities.


• Collaboration: Strong team player who works effectively with cross-functional teams and external stakeholders.


• Attention to Detail: Meticulous approach to documentation, compliance, and quality assurance.


• Time Management: Excellent organizational skills with the ability to manage multiple priorities simultaneously.

What arenaflex Offers

At arenaflex, we believe that our employees deserve comprehensive benefits and a supportive work environment. As a W2 employee with arenaflex, you can expect:

• Competitive Compensation: Hourly rate of $25.00 - $35.00 per hour, commensurate with experience and qualifications.


• Health Insurance: Comprehensive medical and dental insurance coverage for you and your family.


• Life Insurance: Group Life Insurance to provide peace of mind for you and your loved ones.


• Retirement Benefits: 401(k) plan to help you save for the future.


• Flexible Spending Accounts: HSA/FSA options to maximize your take-home pay and cover eligible expenses.


• Commuter Benefits: Pre-Tax Transportation Program to reduce your commuting costs.


• Paid Time Off: Generous Paid Time Off and Holiday Policy to support work-life balance.


• Professional Development: Opportunities for career growth and skill enhancement through challenging projects.


• Work-Life Balance: Flexible work arrangements and supportive team culture.

Work Environment & Culture

At arenaflex, we foster a culture of excellence, innovation, and inclusivity. As a remote team member, you'll enjoy the flexibility of working from home while remaining connected to a supportive team. We believe in empowering our employees with the tools, resources, and autonomy they need to succeed.

Our collaborative environment encourages open communication, knowledge sharing, and continuous improvement. You'll have the opportunity to work on meaningful projects that directly impact the delivery of essential healthcare services to New York State residents. The pride we take in our work and the accessibility we provide to employees are what make arenaflex stand out from the rest.

We are committed to helping you propel your IT career to the next level. You'll be excited by new and challenging projects that stretch your capabilities and broaden your expertise. Our team is passionate about what we do, and we bring that enthusiasm to every interaction – both with our clients and with each other.

Career Growth Opportunities

Joining arenaflex as a Customer Support Associate opens doors to numerous advancement opportunities within the organization. As you demonstrate your expertise and commitment, you may progress to:

• Senior Customer Support Specialist


• Team Lead or Supervisor positions


• Quality Assurance Analyst roles


• Training and Documentation Specialist


• Business Analyst positions


• Project Coordination roles

We invest in our employees' growth through ongoing training, mentorship, and career development programs. Your success is our success, and we're dedicated to helping you achieve your professional goals.

Application Process

If you're ready to take the next step in your career and join a company that values excellence, innovation, and employee satisfaction, we encourage you to apply.

Application Questions:

• Do you reside in the EST Time zone?


• Do you have a LinkedIn account?

Work Schedule:

• Monday to Friday


• Standard business hours

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all employees have the opportunity to succeed. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Ready to Make an Impact?

If you're passionate about healthcare technology, thrive in customer-facing roles, and want to be part of a team that's making a real difference in people's lives, we want to hear from you!

Apply today and join the arenaflex family – where your skills, dedication, and ambition will be rewarded with a fulfilling career and the support you need to excel.