Senior Technical Support Specialist - National Remote

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.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Key Responsibilities

Call Handling and Customer Support:

• Manage inbound and outbound calls, providing advanced technical support to resolve member issues
• Communicate clearly and empathetically with users to ensure a positive support experience
  
• Educate end users on security best practices and account safety measures

Advanced Technical Troubleshooting:

• Diagnose and resolve technical issues for internal and external users, leveraging appropriate tools and resources
• Collaborate with internal teams, such as IT or Security, to address recurring or complex issues

Privacy and Security Monitoring:

• Identify potential privacy and security concerns during interactions with users
• Escalate risks through established processes to ensure compliance and resolution
• Adhere to organizational policies and industry regulations while handling sensitive information

Documentation and Reporting:

• Maintain accurate and detailed documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system
• Ensure timely escalation and reporting of issues as required
• Contribute to the team’s knowledge base by documenting solutions and best practices

Compliance and Safeguarding:

• Follow all compliance guidelines and company standards for security, privacy, and member account safeguarding
• Continuously stay updated on privacy and security protocols, as well as compliance requirements

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)
• 1 years of experience in a call center, technical support, escalation handling role, or related area
• Intermediate level of proficiency in ticketing systems (e.g., ServiceNow, Zendesk) and CRM tools

Preferred Qualifications: 

• Knowledge of IT systems, networks, or software troubleshooting is a plus
• Basic understanding of security protocols, data privacy, and IT troubleshooting
• Familiarity with security frameworks, privacy regulations, and troubleshooting methodologies

Soft Skills:

• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to remain calm and professional in high-pressure situations

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

The salary range for this role is $23.70 to $46.35 per hour based on full-time employment. 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. 

#RPO, #GREEN

Salary : $24 - $46