Digital Support Specialist - Housing Access & Stability

City of New York; New York (NY); On-site; USD 45,000 - 51,000; Full time

Job summary

The City of New York seeks a Digital Support Specialist for the Division of Budget and Program Operations (City HAP Program). This role provides multi-channel support to landlords, tenants, applicants, and HPD staff, ensures access to HPD systems, and routes documents to the correct units.

You will handle system admin tasks, track issues, prepare correspondence, monitor communications, and help deploy new systems.

Qualifications

• High school graduation or equivalent is required.
• Three years of experience in community work or related activities.
• Education and/or experience equivalent to the above.

Responsibilities

• Provide support to HAS employees and clients, landlords and portal users via dedicated voice, email, chat and telephone support lines and provide accurate, satisfactory answers to inquiries.
• Provide guidance, open tickets, and make referrals on behalf of clients and employees.
• Review client accounts to provide accurate updates.
• Prepare and send appropriate correspondence and track responses.
• Assist with reviewing email accounts and virtual mail room to route documents to units.
• Perform routine system administrative functions including account setup, password resets, file processing, and reporting.
• Track issues, document resolutions, and produce reports.
• Monitor email accounts and digital documentation systems and route issues as needed.
• Document case files and upload records to digital storage and other systems.
• Convert paper into digital equivalents.
• Liaise with other units to resolve issues and address client concerns.
• Participate in deployment and support of new systems.
• Work independently or as part of a team.
• Attend mandatory trainings and assist on special projects.

Skills

Communication skills

Call center experience

Active listening

Time management

Customer service

Computer proficiency

English/Spanish bilingual

Education

High school diploma or equivalent

3 years of community work experience

Job description

The City of New York seeks a Digital Support Specialist for the Division of Budget and Program Operations (City HAP Program). This role provides multi-channel support to landlords, tenants, applicants, and HPD staff, ensures access to HPD systems, and routes documents to the correct units.

You will handle system admin tasks, track issues, prepare correspondence, monitor communications, and help deploy new systems.