Applies knowledge/skills to complex activities

• Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Often acts as a technical resource to others in own function
• Anticipates customer needs and proactively identifies solutions
• Solves complex problems on own; proactively identifies new solutions to problems
• Plans, prioritizes, organizes and completes work to meet established objectives
• Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
• Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Follow all escalation procedures according to service level agreement
• Use remote control tool to assist end user when needed
• Provide an accurate record of each call in an incident management tracking tool
• Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking. Experience with documenting tickets in an incident tracking system

What makes your technology career greater with UnitedHealth Group? You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.

Job Description-

�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.

�Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone.

�Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.

�Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.

�Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.

�Escalate high priority, high impact issues to the USC's internal support teams.

�Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.

�Use remote control tools to assist customers when needed.

�Provide feedback on technical documentation for publication in Knowledge Base.

�Work in a low-wall cubicle environment with moderate noise levels.

�Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time.

�Work in a high volume call center environment that operates 24x7x365.

Assets:
�Experience using an incident or call tracking system

�Experience working with a knowledge base or knowledge tool

�Experience using and supporting IP phone systems

�Experience troubleshooting VPN/LAN/WAN issues by phone

�Knowledge and experience supporting Microsoft Windows XP and/or Windows 7 over the phone

�Experience with Microsoft Office Suite (including Outlook) and Blackberry

�Technical degree or Associates degree in related field preferred

Mandate Skills

Qualifications:
�1+ year of experience working in a technical helpdesk or call center in which issues were handled primarily by phone and performance was measured through metrics. (i.e. FCR, Adherence, CHT, Quality)

�Must be able to type 40+ wpm and transcribe customer requests and issues during the phone conversation

�1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution

�1+ year of experience with resetting passwords and verifying permissions

�Must be willing and able to work any day shift Monday-Friday with starting times from 6:00 am to 11:00 am

�High School Diploma/GED

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Qualifications

Requirements

• High School Education or equivalent experience
• 5+ years of Technology Support experience
• 5+ years of experience with PC operating systems including Windows NT, 2000 and XP
• 5+ years of experience in a customer service role
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience with MS Office (including Word, Excel and PowerPoint)

Assets

• Information Technology Certifications
• Microsoft Certified Systems Engineer (MCSE)
• Certified Software Quality Analyst (CSQA)
• Certified Information Systems Auditor (CISA)
• Certified Information Systems Security Professional (CISSP)
• Computing Technology Industry Association A+ Certification
• Call Center experience

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
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