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Technical Support Analyst - Telecommute State of Florida

03/05/2018Call Center
Job Location:
Orlando, FL
Metro Area:
FL - Orlando
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Position Description: 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. This position will serve as Technician Support Analyst - Entry Level, focusing on the day-to-day operations of the IT Service Desk team in a dynamic, fast-paced, 100% phone support in a call center environment. The preferred candidate will have strong knowledge of desktop, server and network technologies and will have experience supporting the activities of a Help Desk team, which provides a single point of contact for internal end users. This position will require the ability to drive best practices and to implement procedures to ensure that service levels are met every day.Works closely with end-user groups to ensure operational stability and that supported technologies meet the practical needs of the company.Primary Responsibilities: Responsible for answering all incoming calls and Service Desk emails from internal end users / clients in a timely manner and entering appropriate and usable data into the Service Desk ticketing system Provide expert insights into general support issues, enforce quality of service guidelines for dealing with clients, efficiently resolve and troubleshoot problems, provide assistance to internal customers related to various system issues by clearly communicating technical solutions in a user friendly and professional manner Advanced trouble-shooting, prioritizing, and completion of assigned incidents in a timely manner Escalate complex issues to the Enterprise Desktop Support technicians Must have a strong customer service approach, great follow-up skills, PC troubleshooting skills, and a strong desire to help others in a fast-paced and challenging environment


Required Qualifications: High School Diploma / GED (or higher) 1+ years of experience with functional and technical aspects of IT support services and related solutions, capabilities and technologies Experience with Windows 7 Operating SystemsAbility to work an 8-hour shift, Saturday on a rotating basis (every 4 - 8 weeks), between 8:00am - 5:00pmPreferred Qualifications: Technical Certifications preferred (A+, Net+, etc.) Experience with Active Directory, SCCM (Microsoft System Configuration Center Manager) Call Center experience Experience with ServiceNow ticketing system Experience troubleshooting / supporting mobile products (Android, iPhone, etc.) Experience with Windows 10 Operating SystemsSoft Skills: Ability to handle a large call volume while maintaining superior telephone and customer service skills Strong written and verbal communication, interpersonal, and customer-service skills through multiple mediums: instant message, email and ticket reporting / notes Ability to prioritize work and work accurately under pressure of deadlines with frequent interruptions Ability to use analytical and decision-making skills to offer options and resolve problems in a variety of contexts Ability to work effectively communicate with diverse groups of people at various levels within a professional, global organization Excellent problem solving / analytical skills and knowledge of analytical tools Excellent written and verbal communication skills that enable the communication of complex, technical information to team members, management, and business partnersTechnology 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. 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 employmentKeywords: OptumRx; Technical Support Analyst; Schaumburg, IL; Windows 7; IT technical support; Active Directory; SCCM; call center; ServiceNow; Windows 10
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