• Support business-critical voice recording platforms • Maintain and configure voice recording systems • Collaborate with internal and client teams • Provide end-to-end technical support (L1-L3) • Manage incidents and outages effectively • Execute system monitoring and incident resolution • Follow runbooks and effectively manage process adherence • Take ownership of tasks and stakeholder updates

• Provide first-class customer service/support via telephone, email, chat, and any future channel • Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly • Communicate proactively with customers using clear, professional, and effective communication • Leverage all approved internal knowledge base to deliver up to date service to our customers • Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released • Provide remote support of related hardware components • Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure • Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies • Responsible for self-developing skills and technical knowledge on new and existing products and features • Monitor customer systems proactively to identify and solve issues • Comply with confidentiality and license agreements • Remain knowledgeable of customer and partner relationships

Title: Associate Tech Support Analyst Location: Remote - United States Requisition number: 2354155 Job category: Technology Primary location: Everett, WA Overtime status: Non-exempt Travel: Yes, 50 % of the Time Job Description: 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. You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: - Provide Level 2, Desktop Support, troubleshooting hardware and software issues on desktop, laptop and tablet computers - Use remote control tools to assist off-site users when needed - Configure, deliver, and install new computers and peripherals for new hires - Provide detailed and accurate documentation on incidents and service requests worked within ticket tracking system - Prioritize workload based on service level agreements - Act as a technical resource to others to resolve problems or issues - Anticipate customer needs and proactively identify solutions - Plan, prioritize, organize and complete work to meet established objectives 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: - High School Diploma/GED - 3+ years of experience as a Desktop Support Technician - 3+ years of experience with PC operating systems - 3+ years of experience in a customer service role - 3+ years of Technology Support experience - 3+ years of experience with MS Office (including Outlook, Word, Excel and PowerPoint) - Must have a reliable transportation - Must be able to lift to 50 pounds of computers or other IT equipment Preferred Qualifications: - Bachelor's degree or higher level of education preferred - CompTIA A+ Certification preferred - Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN) - All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $28.94 to $51.83 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 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. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. #RPO #GREEN

• Understand clients’ needs, as communicated by the Client Success Manager and client stakeholders • Assess technical, functional, and process requirements • Analyze business process needs and provide recommendations for improvement • Monitor client ticket queues and work to resolve issues promptly • Provide concise status updates on tickets • Configure Salesforce-based tools and technology per requirements • Conduct testing and track issues and their resolution • Lead client trainings to support adoption of CTG-delivered solutions • Create business process documentation and contribute to the Craftsman knowledge base • Communicate clearly and professionally in verbal and written situations