Digital Support Specialist for the Division of Budget & Program Operations (City HAP Program)
About The Position
The Digital Support Specialist works in the Division of Budget and Program Operations (BPO) within HPD’s Office of Housing Access and Stability, supporting the City Housing Assistance Program (CHAP). CHAP provides city-funded rental assistance to eligible low-income households at risk of homelessness, helping them maintain stable housing and prevent homelessness. The specialist ensures timely and accurate information is provided to landlords, tenants, applicants, HPD employees, and other users of HPD systems; helps clients and staff access those systems; and ensures digital and paper documents and emails are processed and routed appropriately. The role provides support through dedicated voice, email, chat, and telephone channels, along with routine system administration, document processing, recordkeeping, issue tracking, and coordination with other units. The specialist may work independently or as part of a team, participate in deployment and support of new systems, attend mandatory trainings, and assist with special projects as assigned.
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.
- Excellent oral and written communication skills.
- Strong active listening skills.
- Comfort working in a fast-paced environment.
- Strong time management and organizational skills.
- Strong customer service focus.
- Computer proficiency.
- Excellent troubleshooting skills.
Nice To Haves
- Call center experience.
- Bilingual English/Spanish.
- Rental subsidy experience.
Responsibilities
- Support HAS employees, clients, landlords, and portal users through voice, email, chat, and telephone support lines, providing accurate answers to inquiries and concerns.
- 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.
- Review email accounts and the virtual mail room and route documents to corresponding units.
- Perform routine system administrative functions, 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, making adjustments and referrals where necessary.
- Document case files and electronic records; prepare files and upload them 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 as assigned by a supervisor or manager.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
