Associate Technical Support Analyst - 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.

We are seeking a skilled and detail-oriented Escalation Specialist to join our member-facing support team in the call center. This role is responsible for managing and resolving escalated issues, with a specialized focus on security and privacy concerns. The ideal candidate will have strong technical troubleshooting skills, experience handling complex issues, and the ability to provide exceptional support both over the phone and through ticketing systems.

This position may also require administrative tasks, quality assurance efforts, and/or other additional functional roles, if/when the business presents a need.

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

Key Responsibilities

Escalation Management:

• Handle member-facing escalations related to security, privacy, and other sensitive matters with urgency and professionalism
• Investigate, troubleshoot, and resolve complex issues to ensure timely resolution and member satisfaction
• Escalate unresolved issues to internal stakeholders or leadership, when necessary, while providing detailed context and documentation

Technical Troubleshooting:

• Analyze and resolve advanced technical issues, ensuring that privacy and security protocols are upheld
• Collaborate with internal teams, such as IT or Security, to diagnose and resolve systemic or recurring issues

Ticketing and Documentation:

• Manage escalations through the ticketing system, maintaining detailed, accurate, and timely updates on all cases
• Document issue resolution steps and contribute to knowledge base articles to support the broader team

Security and Privacy Expertise:

• Stay informed on security and privacy best practices, as well as organizational policies
• Provide guidance to members regarding account security, data privacy, and proactive protection measures
• Ensure compliance with applicable regulations and company standards during all interactions

Member Interaction:

• Deliver exceptional customer service through clear, empathetic, and professional communication
• Educate users on technical issues, privacy concerns, and security protocols when needed

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 experience
• Intermediate level of proficiency in troubleshooting and resolving security, privacy, or data-related issues, or related experience
• 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
• Familiarity with security frameworks, privacy regulations, and troubleshooting methodologies

Soft Skills:

• Exceptional communication and interpersonal skills
• Strong analytical and problem-solving abilities

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

The salary range for this role is $28.61 to $56.06 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