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IT Technical Support SME, Minnetonka, MN

Company: UnitedHealth Group
Location: Minnetonka
Posted on: March 24, 2020

Job Description:

Position Description

The Technical Support role is part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. The IT Service Desk team provides level 2 support to the UnitedHealth & Optum team clinical infrastructure and applications, they work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus. Effective candidates will have shown at least four years of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, an ability to effectively communicate technical solutions to non-technical customers, handle escalations appropriately and support and mentor other technical support technicians with technical issues.

Primary Responsibilities:
Answer and resolve inbound technical calls/chat at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365 Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing 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 Demonstrate a highly developed sense of integrity and commitment to customer satisfaction Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool Anticipates customer needs and proactively identifies solutions Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems Escalate high priority, high impact issues to the internal support teams Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.) Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time

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:
Bachelor's degree or HS Diploma/GED and 4+ years of experience 4+ year of experience providing Desktop or Deskside support in both a virtual and physical environment Experience with mentoring and supporting other tech support staff with technical issues Ability to address incident support escalations with clear customer centric communication and accountability Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN) Experience with Outlook as well as other MS Office applications (including Word, Excel and PowerPoint) Experience with service ticketing/tracking systems or ServiceNow Experience with a call routing system or VCC or WWE Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) Ability to work in Minnetonka, MN office
Preferred Qualifications:
1+ year of experience in a call center environment or equivalent 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 (phone and nonverbal channels like: live chat, email, social media and web form submissions) Experience working with a knowledge base or knowledge tool Experience using and supporting IP phone systems Experience with handheld devices Experience in a large corporate environment Exposure to or knowledge of ITIL practices Enjoys challenging troubleshooting situations and pays attention to details

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)

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 Technical Support SME, Minnetonka, MN, Minnesota

PandoLogic.Category: Customer Service, Keywords: Technical Support Representative

Keywords: UnitedHealth Group, Minnetonka , IT Technical Support SME, Minnetonka, MN, IT / Software / Systems , Minnetonka, Minnesota

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