Technical Support Analyst - Warwick, RI

Position Description:
 
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 Healthcare 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
 
The United Support Center (USC) is the IT Service Desk for UnitedHealth Group. We support more than 80,000 customers domestically and internationally and operate 24x7x365. We are open for all holidays and take about 100,000 calls per month. We offer first level technical support for; 4,000 plus systems and applications, servers, desktop, telephone, and network issues. We also offer 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 United Support Center (USC) is part of a greater team that is responsible for answering incoming calls from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Qualified 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. Qualified 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:

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.
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.
Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.
Escalate high priority, high impact issues to the USC's internal support teams.
Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.
Use remote control tools to assist customers when needed.
Provide feedback on technical documentation for publication in Knowledge Base.
Work in a high volume call center environment that operates 24x7x365.

Required Qualifications:


High School Diploma/GED

1+ years of experience working in a Technical Helpdesk or Call Center in which issues were handled primarily by phone and performance was measured through metrics. (i.e. FCR, Adherence, CHT, and Quality)

1+ year of experience supporting Microsoft Windows XP and/or Windows 7 over the phone

1+ years of experience troubleshooting VPN/LAN/WAN issues by phone

1+ years of experience with Microsoft Office Suite (including Outlook) and PDAs

1+ years of experience using an incident or call tracking system

Able to type accurately and transcribe customer's requests and issues during the phone conversation
Preferred Qualifications:


Helpdesk Certification
Experience with resetting passwords and verifying permissions
Experience working with knowledge base or knowledge tool
Experience using and supporting IP Phone Systems
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
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: 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.