Senior Production Support Representative - Remote

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
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 10 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 Senior Production Support Representative will provide world-class customer care for HealthSafe ID. This is a challenging opportunity that offers learning, growth and diversity of responsibilities. The Senior Production Support 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 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, and dependability are all imperative to success in this role. Strong candidates must have a minimum of 1 year 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 of non-insurance related products (i.e. Ingenix products). May provide technical expertise, problem triage, instructions or general non-sales customer support.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of Monday - Friday 7:00am - 11:00pm and Saturday and Sunday from 9:00am - 5:30pm EST. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Primary Responsibilities:

• 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.)
• Extensive work experience, possibly in multiple functions
• Work does not usually require established procedures
• Works independently
• Mentors others
• Acts as a resource for others
• Coordinates others' activities

You'll 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.

Required Qualifications:

• High School Diploma / GED (or higher)
• 5+ years of customer experience in call center environment
• 3+ years' previous technical support experience and/or help desk or equivalent experience
• 3+ years of experience in client management ticketing applications - able to use ServiceNow or something similar)
• 3+ years of knowledge working on multiple browsers (clear cashe and cookies, add favorites, set up home screen tabs, navigate browser and set up settings, open tabs in multiple windows)
• 3+ years of network administrative experience (Must be able to Ping IP Address to determine network availability - is the computer connected to a network? Must be able to troubleshoot network connectivity issues)
• Previous experience working successfully and proactively with users to provide problem resolution
• Previous experience collaborating and working within a team setting
• Previous experience documenting problem resolution and other materials
• Proficiency in Microsoft Office Applications (must be able to open, edit, save, send, and create Word Documents, Excel Spreadsheets, PowerPoint Presentations, and Outlook Emails/Calendars)
• Previous experience using Teams (able to participate in chats and meetings)
• Able to navigate and use 3 monitors simultaneously
• Must be able to type at least 50 WPM
• Must be able to work in EST
• Must be available to work any shift, any day of the week including nights, weekends, and holidays depending on busines needs.

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Strong telephone etiquette
• Strong problem-solving skills
• Strong verbal and written communication
• Ability to multi-task and prioritize effectively and independently
• Effective critical thinking capabilities
• Passionate about healthcare and helping others
• Excellent time management skills
• Works well independently as well as within a team
• Self Motivated
• Accustomed to working in a fast paced environment that requires extensive multitasking abilities and attention to detail

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
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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. SM
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $15.00 - $25.19. The salary range for Connecticut / Nevada residents is $15.77 - $27.79. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package..... click apply for full job details