Technical Support Analyst - Warwick, RI

Position
Description: 

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.

Required
Qualifications:

• Bachelor's
  Degree OR High School Diploma/GED with 2 years of equivalent experience
• 1+
  year of experience in a call center environment where success was gauged
  by balancing call handle time and first call resolution
• 2+
  years of experience in technical support (preferably in a help desk) with
  experience with resetting passwords and verifying permissions
• 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 and then transition to Mon-Fri with a
  flexible start range from 6:00am-10:00 am.