Digital Support Specialist for the Division of Budget & Program Operations (City HAP Program)

City of New York•New York City, NY

About The Position

The Digital Support Specialist supports the City Housing Assistance Program (CHAP), a city-funded rental assistance program administered by the New York City Department of Housing Preservation and Development (HPD). CHAP assists eligible low-income households at risk of homelessness, including certain rent-stabilized households facing eviction for nonpayment and certain households residing in shelter. The program subsidizes rent to help households maintain stable housing; households generally contribute 30% of adjusted monthly income toward rent. Within the Division of Budget and Program Operations in HPD’s Office of Housing Access and Stability, the specialist ensures timely and accurate information reaches landlords, tenants, applicants, HPD employees, and other users of HPD systems. The role helps clients and staff access agency systems and ensures digital and paper documents and email are processed and routed appropriately. Support is provided through voice, email, chat, and telephone channels, alongside account administration, records and document processing, issue tracking, reporting, and assistance with system deployments.

Requirements

High school graduation or equivalent and three years of experience in community work or community-centered activities related to the duties described; or equivalent education and/or experience.
Computer proficiency.
Excellent oral and written communication skills.
Strong active listening skills.
Strong time-management and organizational skills.
Strong customer-service focus.
Excellent troubleshooting skills.
Ability to work in a fast-paced environment.

Nice To Haves

Call center experience.
Bilingual English/Spanish skills.
Rental subsidy experience.

Responsibilities

Provide support to HAS employees, clients, landlords, and portal users through dedicated voice, email, chat, and telephone support lines, answering inquiries and concerns accurately.
Provide guidance, open tickets, and make referrals on behalf of clients and employees.
Review client accounts and provide accurate updates.
Prepare and send appropriate correspondence and track responses.
Review email accounts and the virtual mail room and route documents to the corresponding units.
Perform routine system administration, including setting up or updating accounts, resetting passwords, transmitting, downloading, and processing files, and distributing reports.
Track issues, document resolutions, and produce reports.
Monitor email accounts, network folders, and digital documentation systems; make adjustments and referrals where necessary.
Document case files and electronic records, prepare files, and upload materials to digital file storage and other systems.
Convert paper documents into digital equivalents.
Liaise with other units and offices to resolve issues and ensure client concerns are addressed.
Participate in the deployment and support of new systems.
Work independently or as part of a team.
Perform administrative work related to records, files, invoices, and reports, including data entry and logging, as needed.
Attend mandatory trainings.
Assist with special projects assigned by a supervisor or manager.