Remote Helpdesk & Process Specialist (BPM/BPO)

UST; Norfolk (VA); Remote; USD 36,000 - 54,000; Full time

Job summary

UST is seeking a Helpdesk Analyst to execute business process operations with attention to SLA, quality, and compliance. Responsibilities include processing transactions, analyzing issues, and documenting workflows, while collaborating with onshore/offshore teams to ensure timely resolution.

The role requires 2-5 years BPM/BPO experience and may involve healthcare process exposure. It offers remote-US work with compensation ranging based on location and experience.

Qualifications

• Bachelor's degree in any discipline.
• Typically 2-5 years of relevant BPM/BPO experience.
• 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, requests, cases, or records with high accuracy; adhere to SLA/TAT/quality standards.
• Analyze process-related issues and provide resolutions or escape when required.
• Maintain accurate documentation and update workflow/tracking systems.
• Respond to queries through voice or non-voice channels per process.
• Participate in quality reviews and process improvement initiatives; identify recurring issues and suggest standardization and automation.

Skills

Customer Support

BPM

Stakeholder Mgmt

Incident Mgmt

Helpdesk Voice

Non-voice Support

Website Troubleshooting

Browser Troubleshooting

Incident Tracking

Customer Service

Education

Bachelor's degree (any discipline)

Job description

UST is seeking a Helpdesk Analyst to execute business process operations with attention to SLA, quality, and compliance. Responsibilities include processing transactions, analyzing issues, and documenting workflows, while collaborating with onshore/offshore teams to ensure timely resolution.

The role requires 2-5 years BPM/BPO experience and may involve healthcare process exposure. It offers remote-US work with compensation ranging based on location and experience.