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Senior Technical Support Specialist - Atlanta, GA

11/07/2018Call Center
Job Location:
Atlanta, GA
Metro Area:
GA - Atlanta
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
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 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 Technology Support Center (TSC) is the IT Service Desk for Optum and UnitedHealth Group. The TSC team supports more than 200,000 domestic and international employees while operating 24x7 year - round, including all holidays. While taking in excess of 175,000 contacts per month, the TSC offers 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, and voice (telephone, voicemail) issues.The TSC’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 Specialist in the TSC is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. Successful 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. Effective 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: Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365. 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. Demonstrate a highly developed sense of integrity and commitment to customer satisfaction. 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 using remote control tools to assist customers when needed. Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base. Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool. Anticipate customer needs and proactively identifies solutions.  Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time. Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI / PII) and access to corporate systems. Escalate high priority, high impact issues to the internal support teams. Adhere to a strongly regimented schedule (start / end times, lunches, breaks, off phone time, etc.). Work in a low - wall cubicle environment with moderate noise levels.

Qualifications:

Requirements: High School Diploma / GED (or higher) 2+ years of technical support experience (Help Desk) with resetting passwords and verifying permission Experience with supporting Microsoft Office Suite including Access (general navigation for data records), Excel (general spreadsheet navigation), PowerPoint (creating and editing presentations), Word (creating / editing documents), Outlook (calendar and email), and handheld devices Preferred Qualifications:  Bachelor's Degree (or higher) Experience using AVAYA, Cisco VPN Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions) Experience troubleshooting remote access tools (VPN) and general connectivity (LAN / WAN) issues by phone Experience with supporting MAC hard and software Experience in a large corporate environment   Technology Careers with Optum. Information and technology have amazing power to transform the Healthcare 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.   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.     Keywords: Help Desk, Technical Support Analyst, Call Center, Atlanta, GA
 
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