Associate Technical Support Analyst II

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. 

Primary Responsibilities

• Serve as the first point of contact for customers via inbound voice calls, ensuring a professional, empathetic, and solution oriented experience
• Accurately identify, analyze, and resolve Level 1 customer queries and issues within defined SLA and quality parameters
• Document customer interactions, call details, and resolutions in designated systems/tools in accordance with process guidelines
• Follow standard operating procedures (SOPs) and compliance requirements while handling customer information
• Provide basic troubleshooting and guidance on products, services, or processes as per training and knowledge base articles
• Escalate complex or unresolved issues to higher support levels following established escalation protocols
• Maintain high standards of call quality, customer satisfaction, and productivity metrics as defined by the business
• Demonstrate effective communication skills, including active listening, clear articulation, and professional call control
• Adhere to work schedules, attendance guidelines, and data privacy policies

• Participate in training sessions, team meetings, quality calibrations, and continuous improvement initiatives

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications

• An associate degree in computer science or related field
• Solid working knowledge of computer systems, hardware and software
• Proven excellent communication and interpersonal skills

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.