Customer Service Technician - National Remote

The government services support team at Optum has earned the trust of organizations that our entire country relies on; from the Department of Defense and Veteran's Administration to the teams at Health & Human Services and the Centers for Medicare and Medicaid Services. We're repaying that trust with hard work, new ideas and a commitment to finding better solutions every day. Join us and help create ways for our government services agencies to be more efficient and effective. This will be the next huge step to start Caring. Connecting. Growing together.

We are seeking Multiple Customer Service Technicians across multiple products (Salesforce, Microsoft Power Platform, Appian, Box and Pega) to help manage and provide End User and platform support for an exciting upcoming federal contract (contingent on award). The administrator will be responsible for supporting End Users of various business solutions configured on the platform. Each successful candidate will have customer service experience and a firm understanding of the product platform.

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

Primary Responsibilities:

• Provide first line support to call in customers
• Provide basic support for common issues (as defined by Customer Support Manager)
• Create detailed case tickets ensuring that all required information has been captured and assigned to the appropriate support team
• Seek opportunities for continuous learning
• Ensure customer has clear understanding of next steps and has been given the opportunity to ask all clarifying questions

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:

• Shall have a minimum of three years' experience with the following:
  • Handling Tier 1 tickets and escalating tickets to Tier 2 when necessary
  • Communicating clearly in plain language with customers including any wait time they may experience to get their ticket resolved and any actions they may be required to take towards resolution
  • Filling out ticketing artifacts completely and thoroughly as assigned leveraging professional best practices for communication and documentation
  • Ability to oversee the DTC Incident Management processes for identifying, documenting, and escalating suspected incidents based on ticket type received and end user issues
• Shall be an Industry Recognized Certified Administrator (Required)
  • Certified Salesforce Administrator
  • Appian Certified Associate Developer
  • Microsoft Certified: Power Platform Developer Associate
  • Certified Pega System Architect
  • Box Certified Administrator
• Must have reliable internet service that allows for effective telecommuting
• United States Citizenship required
• Must be able to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance
• All work must be conducted in the United States
• Must be able to communicate both verbally and in written form
• Must conduct work and be available in VA communication channels during (EST business hours)

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (Qualified Experience may be substituted for degree)
• Experience working in Federal Government
• Strong analytical and problem-solving skills to effectively manage environment applications
• Excellent communication and training skills, with the ability to engage with users of varying technical proficiency
• Additional platform Certifications (especially cross product), a big plus!!

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

California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C Residents Only: The hourly range for California, Colorado, Nevada, Connecticut, New York, New Jersey, Rhode Island, Hawaii, Washington, or Washington D.C residents is $23.22 to $45.43 per hour. 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

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