Help Desk Associate

15 Openings
Richmond

Help Desk Associate

Associate II - Cloud Infrastructure Services

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000 practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

You Are:

UST is searching for a Help Desk Associate who will play a critical role in delivering exceptional customer service by addressing inquiries and resolving issues related to insurance benefits, provider contracts, eligibility, and claims. This position requires strong communication, problem-solving, and analytical skills to ensure customer satisfaction and operational efficiency.

The Opportunity:

• Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts.

• Analyze customer issues and deliver effective solutions promptly and professionally.

• Operate a PC/image station to retrieve and document customer information, activities, and changes accurately within the database.

• Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis.

• Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner.

• Research and analyze data to address operational challenges and resolve customer service issues.

• Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution.

• Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance.

• Understand and respond effectively to the needs and expectations of both internal and external customers.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need:

• Education: High school diploma or equivalent is required.

• Experience: Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience.

• Strong oral, written, and interpersonal communication abilities.

• Excellent problem-solving and analytical skills.

• Proficiency in using computer systems and databases for data entry and retrieval.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Customer-focused mindset with a commitment to delivering exceptional service.

• Strong facilitation skills and the ability to coordinate with multiple teams.

• Preferred Attributes

• Proven ability to handle moderately complex functions with minimal supervision.

• Demonstrated capability to adapt and respond to diverse customer needs and scenarios.

• Familiarity with insurance industry terminology and practices is a plus.

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $48,000-$73,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

Customer Service,Communication,Problem Solving