Senior Tech Support Specialist

The remote Senior Tech Support Specialist role supports UnitedHealth Group's Optum division by handling inbound member inquiries, performing identity verification, and resolving Tier 1 issues in a HIPAA-compliant environment. The position emphasizes troubleshooting, knowledge maintenance, and real-time consultative support for Tier 1 agents across the United States.

Responsibilities

• Answer inbound calls with timely, accurate, and friendly assistance.
• Assist with authentication tasks, including password resets, account setup, and navigation of identity services.
• Perform identity verification following established protocols.
• Apply troubleshooting steps to resolve routine issues and document all interactions in the CRM.
• Identify issues beyond Tier 1 scope and escalate as appropriate.
• Follow scripts, workflows, and compliance guidelines, including HIPAA requirements.
• Maintain up-to-date knowledge of products, processes, and system updates.
• Meet or exceed targets for service level, quality, accuracy, and customer satisfaction (CSAT).
• Participate in coaching, team huddles, and required training.
• Provide real-time consultative support to Tier 1 agents on active member calls.
• Maintain a security and privacy focus throughout all interactions.
• Execute identity verification at the start of applicable calls and safeguard confidentiality of customer information.
• Recognize and escalate potential fraud or mismatched identity data; adhere to privacy regulations and internal data-handling standards; complete required training.

Requirements

• High School Diploma or GED.
• At least 1 year of experience in customer service (call center preferred) or basic computer/data entry, or the ability to follow structured procedures.
• 1+ year of multi-system navigation with basic troubleshooting and strong written and verbal communication skills.

Technologies

• CRM

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution

Preferred Qualifications

• Caller verification, HIPAA awareness, and fraud awareness with appropriate escalation.
• Clear communication, empathy, patience, teamwork, and time management.
• Call center experience; healthcare, identity, privacy, or security exposure.
• Telecommuting eligibility specific to UnitedHealth Group policies.

Application Details

This posting will remain open for a minimum of two business days or until a sufficient candidate pool is collected. It may be removed earlier if applicant volume is high.