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Product Support Technical Representative - Atlanta GA

UnitedHealth Group


Location:
Atlanta, GA
Date:
12/12/2017
2017-12-122018-01-10
Job Code:
735074
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Job Details

735074 Product Support Technical Representative Atlanta GA

Product Support Technical Representative - Atlanta GA (735074)

Position Description

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 17 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 Product Support Technical Representative will provide world-class customer care for OLSC lines of business. This is a challenging opportunity that offers learning, growth and diversity of responsibilities. The Product Support Technical Representative will respond to client/user inquiries, ranging from basic questions about technology, to troubleshooting technical issues related to our product. You will also work with various internal support groups to escalate complex and high priority / high impact issues. You can expect to handle 50+ users daily via phone / email / chat to provide excellent customer care, technical troubleshooting and maximum productivity at a call center capacity. Additional duties include proper ticket handling, on-going training to stay up to date on product / industry updates and releases, effective navigation of technical tools provided, and light reporting / tracking of trending issues. Technical aptitude, problem solving abilities, customer relationship skills, organization, dependability, integrity, and compassion are all imperative to success in this role. Strong candidates must have a minimum of 6 months of previous experience resolving technical issues over the phone, demonstrated successful troubleshooting and poses the soft skills required to effectively communicate technical solutions to non-technical users.

Positions in this function are responsible for direct customer service for technical issues experienced within our line of scope for multiple relying parties this will include but not be limited to providing technical expertise, problem triage, instructions or general non-sales customer support.

Primary Expectations:
  • Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
  • Walk caller through troubleshooting steps via phone / email to reach resolution and eliminate root cause issues
  • Document required information through our client ticket management application known as HPSM, while being in compliance to HIPPA and other federally regulated laws
  • Answer and resolve inbound technical and high-impact calls / e-mails at a large corporate help desk, efficiently and professionally, in a high volume environment
  • Proficiently manage the resolution of inbound technical calls / e-mails; balancing the need for customer service and issue resolution with the constraints of a call handle time goal / expected resolution goal
  • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers through verbal and written communication
  • Demonstrate a highly developed sense of integrity and commitment to customer care satisfaction
  • Diagnose technical issues within a cloud/application based environment, offering a variety of level 1 to 1.5 solutions over the phone to internal and external customers
  • Troubleshoot corporate applications with the use of a Knowledge Base
  • Assign issues to the appropriate support group as needed
  • Provide feedback to leadership on technical documentation for publication in Knowledge Base
  • Accurately and efficiently electronically document record of all interactions with callers in an incident management tracking tool
  • Anticipate client / callers needs and proactively identify solutions
  • Meet or exceed statistical metrics regarding; ticket and call quality, first contact 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
  • Efficiently handle high priority, high impact issues and engage the proper internal support teams
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
Required Qualifications:
  • High School Diploma / GED (or higher)
  • 2+ years of experience in a call center environment
  • 5+ years of experience in customer service
  • 2+ years of previous technical support experience and / or help desk experience
Preferred Qualifications:
  • Experience working with a knowledge base or knowledge tool
  • Experience using and supporting IP phone systems
  • Experience in a large corporate environment
Soft Skills:
  • Ability to work successfully with customers to provide problem resolution
  • Strong telephone etiquette
  • Strong problem solving skills
  • Strong verbal and written communication
  • Collaborator and ability to work within a team setting
  • Ability to document problem resolution and other materials
  • Ability to multi-task and prioritize effectively and independently
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class

Job Details

  • Contest Number735074
  • Job TitleProduct Support Technical Representative - Atlanta GA
  • Job FamilyCustomer Services
  • Business SegmentOptum Operations

Job Location Information

  • Atlanta, GA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftFlex Time
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

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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