You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
As a Senior Product Support Analyst , you will provide technical product support to customers on a variety of issues. Identify, research, and resolve complex software problems. Respond to telephone calls, e-mail, and requests using excellent communication skills. Document, track, and monitor issues to ensure resolution within our service level agreements. Rely on experience, instructions, and guidelines to perform the function of the job. Work both independently and under immediate supervision, using keen judgment when needed.
The individual in this role will provide front line support for clients after they have completed the implementation of the PPS Software.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
• Provide the highest level of technical support to our end-users in hospitals and insurance companies using our products (WebStrat, EASYGroup, and Knowledge Components).
• Provide analysis and technical problem resolution on a wide variety of issues ranging from general questions through in-depth and complex technical issues as installation, integration, and interfacing.
• Provide friendly and professional first-level contact to our customers via e-mail and phone. Work with them to identify the problem and gather appropriate information.
• Provide accurate logging of problem, all correspondence, and resolution within CRM
• Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel.
• Act as a liaison between customers and internal support staff (regulatory, development, coding) to assure accurate problem interpretation and resolution.
• Maintain communication with customers during the problem resolution process, utilizing superior customer service and communication skills.
• Maintain in-depth knowledge of company supported products.
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)
• Intermediate level of proficiency with Microsoft Office Products - Microsoft Word, Excel, PowerPoint, Outlook (ability to create, edit, save and send documents, spreadsheets, presentations and correspondence)
• Experience working with external clients and/or customers
Preferred Qualifications:
• Bachelor's Degree (or higher) in healthcare or business or IT related field
• 4+ years of experience / knowledge of the healthcare industry and/or clinical experience
• 4+ years of experience with software support
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:
• Effective communication (verbal and written) and presentation skills with the ability to communicate to a variety of levels within the organization including leadership
• Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at [Link available when viewing the job]
Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. [Link available when viewing the job]
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 $25.63 to $45.72. The salary range for Connecticut / Nevada residents is $28.27 to $50.29. 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, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives
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.
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48 months of experience required $0 per YEAR Employment Type: Full-Time