Remote Customer Support Associate – Healthcare & Medicaid Systems Help Desk Specialist at arenaflex

About arenaflex – Pioneering IT Solutions for Public Service

arenaflex is a proudly women‑owned (M/WBE) information technology consulting firm that delivers cutting‑edge enterprise solutions to government agencies, healthcare providers, and large‑scale organizations. With a deep commitment to innovation, diversity, and employee empowerment, arenaflex helps its clients modernize legacy systems, secure critical data, and streamline operations across the full IT spectrum—including software development, data analytics, cybersecurity, network engineering, and high‑level system architecture. Our culture blends rigorous technical excellence with a supportive, flexible work environment that encourages continuous learning, collaboration, and career growth.

Why This Role Matters

In today’s fast‑moving digital landscape, the ability to provide reliable, empathetic, and knowledgeable support to end‑users is a strategic differentiator. As a Customer Support Associate at arenaflex, you will be the frontline champion for users of the UAS‑NY Application—a multi‑domain, multi‑faceted platform that powers critical healthcare, Medicaid, and long‑term care services across New York State. Your expertise will directly impact the efficiency of state agencies, the satisfaction of citizens receiving care, and the overall success of arenaflex’s mission to elevate public‑sector IT performance.

Position Overview

This is a fully remote, full‑time opportunity (with the potential to transition to a hybrid model in Albany, NY). The role is open to candidates residing in the Eastern Standard Time (EST) zone who maintain a professional LinkedIn profile. You will work closely with cross‑functional teams—including product managers, developers, compliance analysts, and training specialists—to deliver top‑tier help‑desk support, conduct outreach, and drive continuous process improvement.

Key Responsibilities

• Provide prompt, courteous assistance to end‑users via phone, email, and ticketing systems, addressing inquiries related to the UAS‑NY Application.
• Diagnose and troubleshoot technical issues, performing root‑cause analysis and collaborating with development teams when escalations are required.
• Conduct functional testing of system features to verify issue resolution and ensure compliance with program requirements.
• Develop and deliver outreach and education initiatives—such as webinars, user guides, and FAQs—to empower users and reduce repeat contacts.
• Analyze usage data and compliance metrics, identifying trends that inform process enhancements and policy updates.
• Maintain accurate documentation of support interactions, resolutions, and knowledge‑base articles in accordance with arenaflex’s quality standards.
• Partner with state agency stakeholders to interpret and enforce policies, regulations, and program guidelines across the department and affiliated organizations.
• Review and validate training materials for technical accuracy, clarity, and alignment with regulatory requirements.
• Participate in regular team meetings, share insights, and contribute to the continuous improvement of support workflows.

Essential Qualifications (Must‑Haves)

• Bachelor’s degree in Business, Information Technology, Health Administration, or a related field.
• Minimum three (3) years of hands‑on experience in a customer support or help‑desk role, preferably within a healthcare, Medicaid, or long‑term care environment.
• Demonstrated ability to communicate professionally—both written and verbally—with diverse stakeholder groups.
• Strong analytical and problem‑solving skills, with a track record of researching, investigating, and resolving complex assignments.
• Proficiency with the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with ticketing platforms.
• Solid understanding of New York State agency policies and protocols related to healthcare programs, Medicaid, and long‑term care services.
• Exceptional documentation skills, critical thinking, and the capacity to work independently while also thriving in collaborative team settings.

Preferred Qualifications (Nice‑to‑Have)

• Experience with remote support tools such as Zoom, Teams, or remote desktop applications.
• Exposure to compliance reporting, data analytics, or performance‑metrics dashboards.
• Certifications such as ITIL Foundation, CompTIA A+, or Certified Help Desk Professional (CHDP).
• Background in project coordination or user training development.
• Familiarity with agile development processes and the ability to work closely with software engineers.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users succeed.
• Technical Acumen: Ability to quickly grasp the architecture and functionality of multi‑domain applications.
• Communication Excellence: Clear, concise, and professional writing for emails, knowledge‑base articles, and training documentation.
• Analytical Insight: Ability to interpret data trends, identify root causes, and recommend actionable improvements.
• Regulatory Awareness: Knowledge of state‑level healthcare regulations, Medicaid guidelines, and long‑term care compliance.
• Team Collaboration: Comfortable partnering with cross‑functional teams, sharing knowledge, and contributing to collective success.
• Adaptability: Flexibility to adjust to evolving project scopes, technology updates, and potential hybrid work arrangements.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Support Associate, you will have access to:

• Mentorship programs pairing you with senior technical leads and compliance experts.
• Paid certifications and training courses in IT service management, cybersecurity fundamentals, and healthcare compliance.
• Opportunities to transition into specialized roles such as Business Analyst, Compliance Analyst, or Technical Trainer.
• Regular knowledge‑sharing sessions, webinars, and internal hackathons that encourage innovation.
• Clear career pathways with defined milestones for promotion to Senior Support Specialist, Team Lead, or Operations Manager.

Work Environment & Culture at arenaflex

Our remote‑first philosophy is built on trust, autonomy, and a supportive community. arenaflex fosters an inclusive culture where every voice is heard, and diversity is celebrated. Key cultural pillars include:

• Flexibility: Choose your work hours within the EST time zone to balance personal commitments.
• Collaboration: Virtual team‑building activities, regular check‑ins, and open‑door communication with leadership.
• Recognition: Quarterly awards, peer‑nominated accolades, and public acknowledgment of outstanding contributions.
• Well‑Being: Access to mental‑health resources, wellness stipends, and a generous paid‑time‑off policy.
• Community Impact: Direct involvement in projects that improve public health services and citizen experiences.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate ranging from $25.00 to $35.00, commensurate with experience and expertise. In addition to base compensation, you will receive a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Group life insurance and accidental death & dismemberment coverage.
• 401(k) retirement plan with employer matching contributions.
• Health Savings Account (HSA) / Flexible Spending Account (FSA) options.
• Pre‑tax transportation reimbursement for any future hybrid work days.
• Generous paid time off, holidays, and sick leave.
• Professional development budget and tuition assistance.
• Employee assistance program (EAP) for personal and professional support.

Application Process

To be considered for this role, please ensure you meet the following mandatory criteria:

• Reside in the Eastern Standard Time (EST) zone.
• Maintain an active LinkedIn profile.
• Hold a bachelor’s degree and possess at least three years of relevant customer support experience in healthcare, Medicaid, or long‑term care.

When you apply, you will be asked to confirm your EST residency and LinkedIn presence. Please have your resume, a brief cover letter, and any relevant certifications ready for upload.

How to Apply

Ready to join arenaflex and make a meaningful impact on public‑sector technology? Click the link below to submit your application. We look forward to reviewing your credentials and discovering how your expertise can help us deliver exceptional service to New York State agencies and the citizens they serve.

Apply Job!

Closing Statement

If you are a proactive, detail‑oriented professional with a passion for helping users navigate complex healthcare systems, arenaflex wants you on our team. Bring your expertise, enthusiasm, and commitment to excellence, and together we will shape the future of public‑sector IT support. Apply today and start a rewarding career with arenaflex!