Product Support Analyst Associate - Telecommute or Rocky Hill CT, Hartford CT

Position Description: 

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 17 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 & Performance.

Optum:  Delivers Intelligence for Health
Care. A UnitedHealth Group company, Optum unites the brightest minds to
transform organizations and improve health care through information and
technology. We serve a diverse customer base within the health care community,
including health care payers, providers, employers, pharmaceutical companies,
consumers, workers' compensation and auto liability insurers, and government
agencies. 

Role:   Provide technical product support
to customers on a variety of issues. 
Identify, research, and resolve complex software problems.  Respond to telephone calls, e-mail, and
requests using excellent communication skills. 
Document, track, and monitor issues to ensure resolution within our
service level agreements.  Rely on
experience, instructions, and guidelines to perform the function of the
job.  Work both independently and under
immediate supervision, using keen judgment when needed. 

Primary
Responsibilities:

• Provide the
  highest level of technical support to our end-users in hospitals and
  insurance companies using our products (WinStrat, WebStrat, EASYGroup, and
  WebServices).
• Provide
  technical problem resolution on a wide variety of issues ranging from
  general questions through in-depth and complex technical issues as
  installation, integration, and interfacing.   
• Provide friendly
  first-level contact to our customers via e-mail and phone.  Work with them to identify the problem
  and gather appropriate information.
• Provide accurate
  logging of problem, all correspondence, and resolution within CRM (Onyx).
• Escalate
  problems when needed following Customer Support procedures and use
  advanced troubleshooting skills to gather appropriate data and convey
  concise problem information for internal service personnel.
• Act as a liaison
  between customers and internal support staff (regulatory, development,
  coding) to assure accurate problem interpretation and resolution.
• Maintain
  communication with customers during the problem resolution process,
  utilizing superior customer service and communication skills.
• Maintain
  in-depth knowledge of company supported products.
• Review and
  update Customer Support documentation as assigned.

• HS Diploma/GED or 10 years equivalent working experience.
• 1+ year proficiency typing
  and using standard software applications such as Windows and MS Office
  (Word, Excel, Outlook, Access) required
• 1+ year familiarity with working in
  a high-volume, fast-paced environment
  
• 1+ year knowledge of IIS, SQL, Unix,
  Cobol, and other software applications and environment variables
  

• 2+ years prior help desk and/or healthcare industry experience
• Associates Degree

• Demonstrated
  ability to effectively communicate by phone, e-mail, or in person.

At
Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.

Diversity creates a healthier atmosphere: 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.