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Technology Support Analyst - Saint Louis Park, MN
| Hours | Full-time, Part-time |
|---|---|
| Location | Saint Louis Park, MN Saint Louis Park, Minnesota |
About this job
Position Description:
The United Support Center (USC) is the IT Service Desk for UnitedHealth Group. The USC team supports more than100,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 125,000 calls per month the USC offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.
The USC's mission is to be the single point of contact for UnitedHealth Group businesses by providing high quality, innovative and cost effective technical support.
The Technical Support Analyst in the USC is fundamental part of a global IT support team, responsible for answering incoming calls from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Successful candidates will; handle ~ 60+calls/day with regard to all areas of UnitedHealth Group's IT infrastructure and applications, 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 customer focus. Effective candidates will have shown at least a year of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.
Primary Responsibilities:
- Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
- Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal
- 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
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone. Using remote control tools to assist customers when needed
- 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
- Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool
- Anticipates customer needs and proactively identifies solutions
- Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time
- 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, off phone time, etc.)
- Work in a low-wall cubicle environment with moderate noise levels
Requirements
Required Qualifications:
- Bachelor's Degree OR High School Diploma/GED and 2+ years of equivalent experience required
- 1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution
- Experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying callers identity
- Experience using an incident or call tracking system
- Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010
- This position will initially have a shift of 8:00am-5:00pm for the first three weeks during new hire training
- Must be willing to participate in a department wide shift bidding process every quarter in which work shifts can potentially change
- Must live within a 50 mile commutable distance or less from the office
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
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