• Manage requests from the customer user-base, across our HTB platforms and be able to reproduce user-reported issues • Forward requests to relevant parties internally for solution provisioning or additional checks • Communicate in real-time with users via Intercom and in exceptional cases through Discord • Update relevant stakeholders on a daily basis on the progress of technically complex issues • Open internal JIRA tickets for relevant teams, including reproducible steps, based on the platform and the nature of the issue (bug or user issue) • Evaluate the impact of issues, either in frontend or backend, and take appropriate actions • Maintain a high level of familiarity with our platform.

• You are responsible for remote support for our software products • In this role you provide support via remote access for our warehouse management systems and our software used to control logistics processes at customers worldwide • As the technical point of contact, you receive error reports from end customers and independently perform fault analysis/diagnosis and troubleshooting using our remote maintenance software • Documenting service cases in our ticketing system and maintaining a knowledge base are also part of your responsibilities

Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. This position is full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:30 AM - 7:00 PM CST. It may be necessary, given the business need, to work occasional overtime and weekends. This is a set schedule. We provide 9 weeks of paid training. The hours of training will be 8:00 AM - 4:30 PM CST from Monday - Friday. 100% attendance is required. Training will be conducted virtually from your home and will be required to turn your camera on. Primary Responsibilities: - Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence. - Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider. - Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance. - Guide customers in using myuhc.com and other UnitedHealth Group digital platforms, while encouraging and supporting them to become confident and independent users. - Must be able to multitask and pay close attention to detail. - Based on business needs, you may be asked to assist with calls and/or other tasks assigned from other lines of business within UHG. - This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. - You’ll need to navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller. - 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. Qualifications - High School Diploma / GED OR equivalent years of work experience. - Must be 18 years of age OR older. - 1+ years of experience in customer service. - Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. - Proficient in Microsoft Office Suite, including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook. - This position involves member calls, with an expected volume of 50 - 70 calls daily. - Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 10:30 AM - 7:00 PM CST from Monday - Friday. Preferred Qualifications - Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design). - Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations). - Sales OR account management experience. - Experience with successfully working in a remote, home-based environment, maintaining productivity, communication, and collaboration using digital tools. Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable). - Required to have a dedicated work area established that is separated from other living areas and provides information privacy. - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection. Pay and Benefits 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). - The hourly pay for this role will range from $18 - $32 per hour based on full-time employment. 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.

Role Description Mercier Consultancy is currently offering an exciting opportunity for a Dutch and English Speaking Customer Support Specialist based in Bulgaria. This role is perfect for Dutch-speaking professionals who are passionate about delivering exceptional customer service and helping customers resolve their inquiries. - Assist customers via phone, email, and chat. - Provide timely solutions while ensuring a positive customer experience. With comprehensive training, a competitive salary, and excellent career development opportunities, this position is an ideal choice for anyone looking to build an international career in customer service. Qualifications - Fluency in Dutch (spoken and written). - Good command of English (minimum B2 level). - Excellent communication and interpersonal skills. - Strong problem-solving abilities and a customer-focused mindset. - Comfortable working with computers and multiple software applications. - Ability to work independently as well as part of an international team. - Previous experience in customer service, call centers, or customer support is an advantage but not required. - Willingness to relocate to Bulgaria if currently living abroad. - EU citizenship or a valid work permit for Bulgaria. Benefits - Fully paid training. - Stable job and career development opportunities. - Attractive salary. - Additional health insurance. - 50+ benefits and services to choose from. - Positive international working environment. - Support and learning. - Employee referral bonuses. We care about our employees' well-being, invest in their future growth, and encourage fun and team-building initiatives!