The Role
Provide advanced technical support via phone, email, and chat; troubleshoot hardware, software, and network issues; mentor junior analysts; maintain documentation; manage SLAs and support metrics; collaborate with Development and QA to resolve systemic issues and improve support processes.
Summary Generated by Built In
Requisition Number: 2376706
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:
Required Qualifications:
Preferred Qualifications:
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.
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:
- Resolve complex technical issues for clients via phone, email, and chat, ensuring timely, high-quality, and effective solutions
- Perform in-depth troubleshooting and diagnostics to identify root causes of advanced technical issues
- Mentor, train, and guide junior technical support analysts, sharing knowledge and industry best practices to enhance overall team capabilities
- Maintain exceptionally high levels of customer satisfaction by delivering professional, polite, and empathetic technical support
- Create, update, and maintain detailed technical documentation of support cases, standard operating procedures, solutions, and best practices
- Identify opportunities for process improvements and contribute directly to the development, implementation, and refinement of support methodologies
- Collaborate closely with cross-functional partners, including Development and Quality Assurance teams, to resolve systemic issues and drive product quality improvements
- Manage, track, and prioritize multiple support cases, ensuring adherence to Service Level Agreements (SLAs) and proactive communication with clients
- Generate and analyze support metrics, performance reports, and operational KPIs to identify trends and drive optimization strategies
- 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:
- Undergraduate degree or equivalent work experience
- 8+ years of professional experience in technical support, IT systems administration, or a related technology support role
- 2+ years of experience in a senior, lead, or mentoring capacity within a technical support environment
- Proven proficiency in troubleshooting and diagnosing hardware, software, and network configuration issues
- Proven solid problem-solving, analytical, and diagnostic skills with keen attention to detail
- Proven excellent verbal and written communication skills, with a demonstrated ability to explain complex technical concepts clearly to non-technical users
Preferred Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Hands-on experience working with enterprise IT service management and support tools such as ServiceNow, Altiris, or Cisco Secure Client
- Active industry-recognized technical certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation)
- Demonstrated ability to collaborate and build relationships across cross-functional engineering and product teams
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.
Skills Required
- Undergraduate degree or equivalent work experience
- 8+ years professional experience in technical support, IT systems administration, or related technology support
- 2+ years experience in a senior, lead, or mentoring capacity within a technical support environment
- Proven proficiency in troubleshooting and diagnosing hardware, software, and network configuration issues
- Strong problem-solving, analytical, and diagnostic skills with attention to detail
- Excellent verbal and written communication skills; able to explain complex technical concepts to non-technical users
- Bachelor's degree in Information Technology, Computer Science, or related field
- Hands-on experience with enterprise IT service management/support tools (ServiceNow, Altiris, Cisco Secure Client)
- Active industry-recognized technical certifications (e.g., CompTIA A+, Microsoft Certified Professional, ITIL Foundation)
- Demonstrated ability to collaborate across cross-functional engineering and product teams
Optum Compensation & Benefits Highlights
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Leave & Time Off Breadth — PTO accrues each pay period with eight paid U.S. holidays plus a floating holiday, and generous time away is consistently emphasized. This breadth supports planned and unplanned time off beyond standard vacation days.
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Parental & Family Support — Six weeks of paid parental leave, up to two weeks of paid caregiver leave, Bright Horizons back‑up care, and adoption assistance signal strong family-oriented support. EAP access with counseling sessions further extends help to employees and their households.
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Wellbeing & Lifestyle Benefits — Company‑paid short‑ and long‑term disability, Calm app membership, tuition reimbursement, commuter and FSA accounts, and broad employee discounts expand everyday wellbeing resources. Free or low‑cost virtual visits complement these lifestyle supports.
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
