• 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

Title: Deem-Technical Support Analyst Location: Remote, United States Work Type: Remote, Full Time Job ID: 2645 Department: Systems Engineering Job Description: Go wheels up with your career. Join Deem to turbocharge your career and make a difference to travelers everywhere! What’s Deem? At Deem, we create powerful, intuitive solutions for booking and managing corporate travel. Deem puts the traveler at the center of everything we do. Travelers can manage their corporate travel needs with ease and on the fly, while companies can apply policy and control costs. Deem's mission is to transform travel while expanding our footprint in the marketplace. There is enormous opportunity to impact the company and innovate travel, while working with a team that has a shared passion of taking the company to the next level. The company is headquartered in Oakland, California. Deem is a wholly owned and independently run subsidiary of Travelport, a global technology company that powers travel bookings for hundreds of thousands of travel suppliers worldwide. How you’ll make an impact: Our mission is simple. We make business travel less complicated for travelers, less costly for employers and more profitable for service providers. Using our industry-leading software solutions, employees book travel and car service and report those expenses faster and more easily than ever before. Corporations control costs more effectively. Travel management companies deliver more engaging customer experiences. Car service operators benefit from new efficiencies and widen their customer reach. In other words, everybody wins. We've helped thousands of forward-thinking companies modernize their systems, improve travel management and save money. Deem is backed by leading venture capital funds as well as corporate and private equity investors. The company is headquartered in San Francisco, CA and has an office in Bangalore, India. The Technical Analyst is the first point of contact in the Customer Service Group for research and resolution of routine issues or problem reports. The Technical Analyst uses documented troubleshooting procedures to evaluate the case, articulate an actionable problem statement, and define an appropriate course for escalation. Maintaining detailed case notes and ongoing status updates, the Technical Analyst will follow the case to resolution and/or closure in accordance with client service agreements and SLAs. The Technical Analyst will monitor daily feeds, notifications (failed booking, points for purchase, auto-cancel, etc.) and ongoing case volume for trends; formulate impact statements and escalate or advocate for fixes as appropriate. Your role in action: The Customer Success team works with internal and external resources to continually develop and deliver operational and product support to Deem, Inc. partners, merchants, customers and users of our ecommerce procurement, travel & expense management solutions. This is an individual contributor role responsible for identifying innovative solutions to complex service requests. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations. This role is instrumental in representing the voice of the customer internally. The Technical Support Analyst will provide training and support to the customer on the effective configuration and use of the product, and will troubleshoot and resolve or escalate any problem reports. This role will work closely with the account team, product management and engineering to report and manage issues that affect the efficacy and usability of our applications. - Research and respond to incoming (phone calls, emails, or case files) service requests and problem reports from customers. - Maintain detailed and up to date case notes containing actionable problem statements, impact assessments and priority levels. - Provide regular status updates to customer and account team throughout duration of case lifecycle. - Respond to service requests with detailed training instructions or resolution steps. - Document solutions, root cause and preventative measures for customer-oriented issues. - Verify features, fixes, and re/solutions in the production environment. - Participate in cross functional teams and projects; provide on call support to war rooms as assigned. - Document trends, and assess operational opportunities to increase service quality or efficiency. - Represent the voice of the customer to other Deem groups. - Help establish and maintain departmental SOPs and build knowledge base. - Mentor and train less experienced peers. - Additional duties as assigned. Could this be you? - 3+ years’ experience in technical product support or helpdesk environment: SaaS, ecommerce, web based software applications. - Proven track record for effectively managing high volume caseload providing technical and consultative support to customers. - Proficiency with troubleshooting and resolving complex technical issues. - Domain expertise in travel required; financial, procurement, or other business services desired. - Self-starter with proven abilities in organizational, conceptual, and logical problem solving. - Ability to manage assignments that are of diverse scope and complexity and require significant initiative and judgment. - Effective phone and email communication skills; excellent verbal, written, presentation and interpersonal skills. - Capable of working independently with minimal supervision. - Flexibility to work shifts and/or on call time as business needs dictate. - Desired Education, Skills, Certification - Proficient in use of internet, MS Excel, MS Word, MS Outlook. - Experience with multiple helpdesk automation tools such as SalesForce.com, ZenDesk, JIRA. - Working knowledge of JavaScript, XML, GDSs. - Bachelor’s Degree or equivalent experience. Benefits of working at Deem This role is bonus‑eligible, and bonus awards are performance based and governed by the applicable annual bonus plan terms. We offer a comprehensive benefit program that includes medical, dental, vision, disability, life, a competitive 401(k) match. We make health and wellness a priority and offer a generous paid time off policy as well as contributing to our communities with an annual volunteer day off. Salary Target/Range: $85,000