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  5. Technical Support Specialist - Minnetonka, MN
  • ID
    #17812351
  • Job type
    Permanent
  • Salary
    TBD
  • Source
    UnitedHealth Group
  • Date
    2021-08-03
  • Deadline
    2021-10-02

Technical Support Specialist - Minnetonka, MN

 Minnesota, Minnetonka, 55345 Minnetonka USA
 
Permanent

Vacancy expired!

Energize your career with one of Healthcare's fastest growing companies. You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up. This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader. Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation and Performance.

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 tool
  • 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.)
  • Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees

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 (or higher)
  • 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
  • Experience with Networking Principles, experience working in large enterprise network spanning multiple geographic areas. Principles may 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)
  • You will be asked to perform this role in an office setting or other company location
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas, In addition, employees must comply with any state and local masking orders.

Preferred Qualifications:
  • Experience working in a high-volume call center environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
  • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
  • Experience assisting 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)
  • Typing speed of 50+ WPM
  • Experience working with a knowledge base or knowledge tool
  • Exposure to or knowledge of ITIL practices
  • Experience with a call routing system (VCC or WWE preferred)
  • Experience using and supporting IP phone systems
  • Experience with handheld devices
  • Experience in a large corporate environment

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do

your life's best work.(sm) UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us. You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here.

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.

Job Keywords: IT, Desktop Support, Technical Support, Customer Service, Minnetonka MN, Hiring Immediately, #RPO

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