Senior Technical Support Specialist

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doing your life’s best work.(sm)

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Answer and resolve inbound technical contacts at a large corporate Service Desk efficiently and professionally, in a high-volume call center environment
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering advanced level 1 solutions over the phone, via chat or email
• Use remote control/assistance tools to assist customers when needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, troubleshooting and issue resolution within the constraints of a call handle time goal
• Meet statistical metrics regarding ticket and contact quality, first call resolution, attendance, and productivity
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Provide feedback on technical documentation for publication in Knowledge Base
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers or vice versa for the workgroups
• Accurately and efficiently document (i.e., type) all interactions with customers in an Incident Management tracking tools
• Identify and escalate high priority, high impact issues to the internal support teams and workgroups
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)

What are the reasons to consider working for UnitedHealth Group? Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
• More information can be downloaded at: http://uhg.hr/uhgbenefits

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 be interested in.

Required Qualifications:

• High School Diploma / GED (or higher) OR 4+ years equivalent technical support experience
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• 1+ years of experience supporting users in a technical support capacity, where there was also 6+ months of providing desktop and application-level 1+ support
• Ability to work in a high-volume call center environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
• Ability to assist customers through alternate intake channels (nonverbal channels such as live chat, email, social media, and web form submissions)
• Experience with Outlook as well as other MS Office applications (including Word, Excel, and PowerPoint)
• Ability to type a speed of 50+ WPM
• Experience working with a knowledge base or knowledge tool
• Exposure to or knowledge of ITIL practices
• Ability to work with a call routing system (VCC or WWE preferred)
• Ability to use and supporting IP phone systems
• Experience with handheld devices
• Experience in a large corporate environment
• Experience with Networking Principles, experience working in large enterprise network spanning multiple geographic areas. Principles include Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience with ticketing/tracking systems (ServiceNow preferred)
• Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement result in rescission of an employment offer or termination of employment

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $20.77 to $36.88. The salary range for Connecticut / Nevada residents is $22.93 to $40.58. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

#RPO, #GREEN