Senior Tech Support Specialist

Join a team at UnitedHealth Group (Optum) offering a remote role in Atlanta, GA with a competitive hourly pay range of $24 - $43. This Senior Tech Support Specialist position focuses on inbound, real-time member support, identity verification, and issue resolution, all while prioritizing privacy and HIPAA compliance. You’ll coach and support Tier 1 agents, leverage enterprise-approved AI tools to streamline workflows, and play a key role in continuous improvement. The role is built for someone with at least 1 year of experience and a High School Diploma or GED, ready to grow within a collaborative, privacy-minded culture.

Benefits

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

Responsibilities

• Answer inbound calls with timely, accurate, and friendly support
• Assist with authentication, password resets, account setup, and navigation of identity services
• Perform identity verification according to required protocols
• Use troubleshooting steps to resolve routine issues; document all interactions in CRM
• Recognize issues that exceed Tier 1 capabilities and escalate appropriately
• Follow scripts, workflows, and compliance guidelines (including HIPAA)
• Maintain up-to-date knowledge of products, processes, and system updates
• Meet or exceed targets for service level, quality, accuracy, and CSAT
• Participate in coaching, team huddles, and required training
• Provide real time consultative support to Tier 1 agents on active member calls
• Leverage enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
• Execute identity verification at the start of applicable calls
• Maintain confidentiality of all 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/GED
• 1+ years of experience in customer service (call center preferred) or computer and data entry basics or ability to follow structured procedures
• 1+ years of experience with multi-system navigation; basic troubleshooting and strong written and verbal communication

Technologies

• CRM

Application deadline: This job posting will remain active for a minimum of 2 business days or until a sufficient candidate pool has been collected. The posting may close early due to the volume of applications.