Customer Support SME (Smart Spot SME) – Minnetonka, MN - Full-time / Part-time

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)
This position requires day to day interaction with customers on a face to face basis.  There will be responsibilities for training and onboarding new hires, as well as requesting access to distribution lists, tools, and the global groups needed to perform this work. There will be a need for this individual to work from other locations in the Minneapolis area as we create additional support teams in specific buildings in the area. There will be a requirement to travel to new sites outside the state, and be there as we create new support areas in other states.
 
Primary Responsibilities:


Day to day responsibilities for support of the customers at all sites

Filling in for people that need to take PTO, or are out sick

Training and onboarding new hires

Data analysis, reporting, and trending

Handle escalations from customers or technicians

Design and enforce request handling and escalation policies and procedures

Coordinate and perform level 2 and 3 issues

Monitor and test fixes to ensure problems have been adequately resolved

Keen attention to detail
 

Required Qualifications:

2+ years’ experience in a Maintenance / Provisioning organization
Experience with the knowledge base and tools needed to successfully provide support for our customers
Experience with face to face customer support
Strong interpersonal and communication skills, including the ability to work across the organization and interact effectively at all levels of management and peers.
Ability to take responsibility / ownership for decisions, seeking advice where appropriate
Ability to learn, adapt to change, Strong analytical and detail-oriented aptitude
Comprehensive knowledge of Microsoft Office Products
Train, coach, and mentor Support Technicians and other junior staff
Ability to motivate and direct staff members and subordinates
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
Ability to absorb and retain information quickly
Ability to present ideas in user friendly language to non-technical staff and end users
Proven analytical and problem solving abilities
Ability to effectively prioritize and execute tasks in a high pressure environment
Experience working in a team oriented, collaborative environment
Preferred Qualifications:

Knowledge of all current Policies, Procedures and Tools needed to perform the work, and a good knowledge of Service Now our ticket tracking system
Experience with Service Now our ticketing system
2+ years of computer support experience for Optum imaged machines
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: 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: training, coach, customer support, Service Now, tracking, analytics, analysis, Minnetonka, Minnesota, MN