Remote Helpdesk & Process Operations Analyst

UST; Virginia; Remote; USD 36,000 - 54,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

6 paid holidays

401(k) with employer matching

Medical, dental and vision insurance

Job summary

UST is seeking a Helpdesk Analyst to execute business processes with accuracy and efficiency, meeting defined SLA and quality standards. The role involves processing requests, analyzing issues, maintaining documentation, and coordinating with internal and client teams for timely resolution.

Candidates should have 2–5 years BPM/BPO experience, a bachelor’s degree, and strong communication skills. Role is Remote-US with shift flexibility and comprehensive benefits.

Qualifications

• Bachelor’s degree in any discipline.
• 2–5 years of BPM/BPO experience, depending on process and domain.
• Experience in US Healthcare, customer service, back-office processing, claims, provider support, or technical helpdesk can be preferred for healthcare BPM requirements.

Responsibilities

• Perform day-to-day business process activities according to SOPs and client requirements.
• Process and validate transactions and requests with high accuracy, meeting SLA, TAT, productivity and quality standards.
• Analyze issues and provide resolutions or escalate when required.
• Maintain accurate documentation and update workflows and tracking systems.
• Respond to queries via voice or non-voice channels as required by the process.
• Participate in quality reviews and process improvement initiatives; identify recurring issues and suggest standardization/automation opportunities.
• Follow policies on information security, data privacy, and client confidentiality.
• Collaborate with team members and onshore/offshore stakeholders.

Skills

Customer Support

Business Process Management

Stakeholder Management

Incident Management

Education

Bachelor’s degree

Job description

UST is seeking a Helpdesk Analyst to execute business processes with accuracy and efficiency, meeting defined SLA and quality standards. The role involves processing requests, analyzing issues, maintaining documentation, and coordinating with internal and client teams for timely resolution.

Candidates should have 2–5 years BPM/BPO experience, a bachelor’s degree, and strong communication skills. Role is Remote-US with shift flexibility and comprehensive benefits.