Senior Technical Support Specialist - Minnetonka, MN
Company: UnitedHealth Group Incorporated
Location: Minnetonka
Posted on: March 16, 2023
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Job Description:
**COVID-19 VACCINATION REQUIREMENT UPDATE:** We have updated our
COVID-19 policy for new and existing employees. Learn more *This
policy applies to US/ US territory candidates and employees only:*
To protect the health and safety of our workforce, patients and
communities we serve, UnitedHealth Group and its affiliate
companies now require all employees to disclose COVID-19
vaccination status prior to beginning employment. In addition, some
roles require full COVID-19 vaccination 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 may result in rescission of an
employment offer or termination of employment. **Senior Technical
Support Specialist - Minnetonka, MN**Requisition Number: 2026670
Job Category: Technology Primary Location: Minnetonka, MN
**Clinical****your life's best work.SM**Our teams are helping
people from around the world. We can bring out your best as you put
your listening, analytical and problem solving skills to work in a
setting that is geared to helping improve lives and enhance health
care for millions. Here, you'll discover a wealth of pathways for
professional growth within Customer Service, Billing, Claims,
Enrollment & Eligibility and across our global economy. Join us and
find out why this is the place to do **your life's best
work.SM**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)** Primary responsibilities of the **Senior Technical
Support Specialist** include: * 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.). 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) * Full COVID-19
vaccination is an essential requirement of this role. UnitedHealth
Group will adhere to all federal, state and local regulations as
well as all client requirements and will obtain necessary proof of
vaccination prior to employment to ensure compliance. **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 **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)**UnitedHealth Group
requires all new hires and employees to report their COVID-19
vaccination status. *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: Optum, Tech, IT Support,
Desktop Support, UHG, UnitedHealth, Hiring Immediately, Minnetonka,
MN, Minnesota, Senior Tech Support, #RPO **Careers at Optum**If you
want to use your abilities to help us challenge the status quo and
achieve on our ambitious mission, this is the right place for you.
We are creating and delivering quality health care solutions that
deeply impact the health care system. And this means opportunities
for people like you to grow and innovate with us.****At
UnitedHealth Group we work with the largest collection of health
related data. It's an opport
Keywords: UnitedHealth Group Incorporated, Minnetonka , Senior Technical Support Specialist - Minnetonka, MN, Other , Minnetonka, Minnesota
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