Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Technical Support Analysts are responsible for answering incoming calls and for managing open ticket inventory one escalations: including highly sensitive security issues. In this position, you are required to operate with a high level of integrity while delivering expert customer service, with a keen attention to detail. Employees in this role must apply advanced critical thinking and operate with the ability to maximize productivity by leveraging efficiencies which are approved by leadership. In this position you will handle 50+ issues/day, work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and customer focus. Employees are responsible for resolving technical issues over the phone and through a CRM system, execute effective troubleshooting, and demonstrate an ability to effectively communicate solutions to non-technical callers.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Listen to callers’ concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
- Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
- Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws
- Manage group by service as a team mentor to peers with troubleshooting inquires
- Handle customer complaints and offer elevated technical support expertise
- Assist SME in tasks/special projects as assigned to you
- Provide real time assistance to peers via TEAM chat
- In this position you will handle 50+ issues/day, work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and customer focus.
- Employees are responsible for resolving technical issues over the phone and through a CRM system, execute effective troubleshooting, and demonstrate an ability to effectively communicate solutions to non-technical callers
- This position may also require administrative tasks, quality assurance efforts, and/or other additional functional roles, if/when the business presents a need other additional functional roles, if/when the business presents a need
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
- High School Diploma / GED (or higher)
- 5+ years of customer service experience
- 3+ years of experience with managing and resolving complex technical incidents and escalations
- 1+ years of experience working in an inbound call center environment
- 1+ years of experience with software troubleshooting (common office applications, email clients, browsers)
- 1+ years of experience with IT security policies, processes, protocols, and data protection measures
- 1+ years of experience with database management (SQL, NoSQL databases)
- 1+ years of experience working with regulatory compliance standards (e.g., GDPR, HIPAA, PCI-DSS)
Preferred Qualifications:
- Associate’s Degree (or higher) in Information Technology, Computer Science, or a related field
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Professional (MCP) or Microsoft 365 Certified: Modern Desktop Administrator Associate
- ITIL Foundation Certification
- 1 year of experience working with cloud platforms (AWS, Azure, Google Cloud)
- 1 year of experience with high-level troubleshooting and problem-solving
- 6 months of experience developing and maintaining technical documentation and knowledge
- 1 year working remotely as a telecommuter
- 3 year of experience using client management ticketing applications
- 5 years of technical proficiency working with Windows operating systems
- 1 year of experience with mobile device management (MDM) solutions
- 1 year experience in technical support or specialized support roles
- 1 year of experience working with advanced networking concepts and technologies (VLANs, VPNs, firewalls)
- 1 year of experience with hardware troubleshooting (PCs, laptops, printers)
- 1 year of experience with customer relationship management (CRM) systems and ticketing tools (e.g., ServiceNow, Salesforce, Jira)
- 1 year of specialized training in relevant areas OR equivalent work experience
- 3 years of previous experience in a technical support or help desk role or equivalent work experience
Soft Skills:
- Ability to work independently and as part of a team
- Stellar time management
- Patience, high level of customer service orientation and interpersonal skills
- Excellent analytical and critical thinking skills
- Superior communication skills, both verbal and written
- Strong ability to convey complex technical information to both technical and non-technical audiences
- Ability to remain calm and efficient under pressure
- Exceptional organizational and multitasking abilities
- Ability to lead and mentor junior team members
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington, D.C. Residents Only: The hourly range for California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington or Washington, D.C. residents is $28.03 to $54.95 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
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MDM Troubleshooting Hardware troubleshooting Analytical skills itil CRM cloud-platforms time-management Customer service Software troubleshooting database-management Networking Technical documentation creation Multitasking Communication Critical thinking CompTIA Network+ Leadership Organizational skills