9 days old

Technical Support Analyst - Minnetonka, MN

Minnetonka, MN 55345
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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 is 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 6 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.


The ITSD team supports more than 250,000 domestic and international Optum and UnitedHealth Group employees while operating 24x7 year-round, including all holidays. Taking more than 175,000 contacts per month, the ITSD offers advanced 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, as well as voice (telephone, voicemail) issues.


The Technical Support role within the ITSD is a fundamental part of a global IT support team, responsible for answering incoming calls, chats, and web submissions from customers and resolves technical issues, requests for information and login assistance while ensuring a high level of customer service.  Successful candidates will handle ~40 contacts/day within all areas of UnitedHealth Group's IT infrastructure and applications, and work with various internal support groups to escalate complex high priority/high impact issues.

Primary Responsibilities:

  • Answer and resolve inbound technical contacts at a large corporate Service Desk efficiently and professionally, in a high-volume call center environment.
  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering advanced level 1 solutions over the phone, via chat or email.
  • Use remote control/assistance tools to assist customers when needed.
  • Proficiently manage the resolution of inbound technical contacts; balancing customer service, troubleshooting and issue resolution within the constraints of a call handle time goal. 
  • Meet statistical metrics regarding ticket and contact quality, first call resolution, attendance, and productivity.
  • Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.
  • Provide feedback on technical documentation for publication in Knowledge Base.
  • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers or vice versa for the workgroups.
  • Accurately and efficiently document (i.e. type) all interactions with customers in an Incident Management tracking tool.
  • Identify and escalate high priority, high impact issues to the internal support teams and workgroups.
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you a clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Posted: 2020-10-13 Expires: 2020-11-13

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Technical Support Analyst - Minnetonka, MN

UnitedHealth Group
Minnetonka, MN 55345

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