High-Performance Technical Support Specialist

2 weeks ago


Hyderabad, Telangana, India UnitedHealth Group Full time

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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