Associate Technical Support Analyst - National Remote
About the position 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. Responsibilities • 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 • 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 • 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 • 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 • Deliver exceptional customer service through clear, empathetic, and professional communication • Educate users on technical issues, privacy concerns, and security protocols when needed Requirements • 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 Nice-to-haves • Knowledge of IT systems, networks, or software troubleshooting is a plus • Familiarity with security frameworks, privacy regulations, and troubleshooting methodologies Benefits • Comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401k contribution Apply tot his job