12 days old

Technical Support Analyst - Remote Nationwide - 929859

Atlanta, GA 30303 Work Remotely
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  • Job Code
    929859

Technical Support Analysts are responsible for answering incoming calls and for managing open ticket inventory one escalations: including highly sensitive security issues.

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"In this position, you are required to operate with a high level of integrity while delivering expert customer service, with a keen attention to detail. Employees in this role must apply advanced critical thinking and operate with the ability to maximize productivity by leveraging efficiencies which are approved by leadership.

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"In this position you will handle 50+ issues/day, 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.

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"Employees are responsible for resolving technical issues over the phone and through a CRM system, execute effective troubleshooting, and demonstrate an ability to effectively communicate solutions to non-technical callers.

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"This position may also require administrative tasks, quality assurance efforts, and/or other additional functional roles, if/when the business presents a need.

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Youll enjoy the flexibility to telecommute* from within the U.S. as you take on some tough challenges.

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"Other tasks you will do in this role:

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  • Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
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  • Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
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  • Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws.
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  • Manage group by service as a team mentor to peers with troubleshooting inquires.
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  • Handle customer complaints and offer elevated technical support expertise.
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  • Assist SME in tasks/special projects as assigned to you
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  • Provide real time assistance to peers via TEAM chat
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • High school education or equivalent experience.
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  • At least 3 years in an inbound call center environment
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  • At least 5 years in customer service
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  • At least 3 years' previous technical support experience and/or help desk
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  • 1+ year of experience with client management ticketing applications
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  • 1+ year of proficient knowledge working on multiple browsers
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  • 1+ year of network administrative experience
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Preferred Qualifications:

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  • Ability to work successfully with customers to provide problem resolution
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  • Strong telephone etiquette
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  • Strong problem solving skills
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  • Strong verbal and written communication
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  • Collaborator and ability to work within a team setting
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  • Ability to document problem resolution and other materials
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  • Ability to multi-task and prioritize effectively and independently
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  • Proficiency in MS Office Applications
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UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

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You can learn more about all we are doing to fight COVID-19 and support impacted communities at: click here.

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*All Telecommuters willbe required to adhere to UnitedHealth Group's Telecommuter Policy

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Colorado Residents Only: Thehourly range for Colorado residents is $17.12 to $30.34. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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"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.
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"UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Technical Support, Optum Technology, Optum, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately, #RPO

Posted: 2021-06-04 Expires: 2021-07-04

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.

Sponsored by:
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Technical Support Analyst - Remote Nationwide - 929859

UnitedHealth Group
Atlanta, GA 30303

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