High-Performance Technical Support Specialist
2 weeks ago
At UnitedHealth Group, our mission is to empower individuals to live healthier lives by delivering cutting-edge care solutions.
We are seeking a highly skilled Senior Technical Support Analyst to join our dynamic team. The ideal candidate will possess deep technical expertise, excellent problem-solving skills, and a passion for delivering exceptional customer service.
Key Responsibilities:
- Provide Advanced Technical Support: Resolve complex technical issues for clients via phone, email, and chat, ensuring timely and effective solutions
- Troubleshoot and Diagnose: Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems
- Mentorship and Training: Mentor and train junior support analysts, sharing knowledge and best practices to enhance team capabilities
- Customer Service Excellence: Maintain high levels of customer satisfaction by delivering professional and courteous support
- Documentation: Create and maintain detailed documentation of support cases, solutions, and best practices
- Process Improvement: Identify opportunities for process improvements and contribute to the development and implementation of new support procedures
- Collaboration: Work closely with other departments, such as Development and Quality Assurance, to resolve issues and improve product quality
- Incident Management: Manage and prioritize multiple support cases, ensuring timely resolution and communication with clients
- Reporting: Generate and analyze support metrics and reports to identify trends and areas for improvement
Required Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field
- Experience: 8+ years of experience in technical support or a related role, with at least 2+ years of experience in a senior or lead position
- Technical Skills: Proficiency in troubleshooting hardware, software, and network issues
- Communication Skills: Proven excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Problem-Solving Skills: Proven solid analytical and problem-solving abilities, with a keen attention to detail
- Customer Focus: Demonstrated commitment to providing outstanding customer service
- Team Player: Demonstrated ability to work effectively in a team environment and collaborate with cross-functional teams
Preferred Qualification:
- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional)
- Experience with ServiceNow, Altiris, Cisco Secure Client
The estimated salary for this position is $80,000 - $110,000 per year, based on national averages and industry standards.
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