Job Description

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

As a Call Center Support Technician, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels.

Positions in this function provide technical support for both internal and external customers to the UnitedHealth Groups computer user community. It includes troubleshooting issues related to software, hardware, network connectivity, installations, upgrades, back-up recovery and project implementation.

Primary Responsibilities:

• Assist end users with their endpoint devices (Microsoft Teams, Cisco WebEx, Cisco IP Telephone, Cisco IP Communicator, Cisco Jabber, Telepresence)
• Assist end users with Contact Center solutions applications (Genesys softphone and WWE, VCC Desktop, Avaya CMS, Avaya One-X agent, CMS Supervisor, IEX Total View , Qfiniti and Nice Call recording)
• Assist end users to resolve their Voicemail issues
• Take ownership of the issues and get them resolved with utmost priority
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Eligibility
To apply to an internal job, employees must meet the following criteria:

• SG 24 and SG 25 can apply
• SG 24 will move to SG 25 and SG 25 will move laterally to SG 25, if shortlisted
• Not on Active CAP or Observation
• No promotion or role change in last 12 months

Required Qualifications:

• High School Diploma or GED equivalent
• 5+ years of experience in a Call Center environment or equivalent
• 3+ years of experience in Call Center and Communication support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
• Experience with Cisco Call Manager and Cisco Unity
• Experience with Contact Center and Communication technologies, inbound/outbound, multichannel, chat, video, collaboration tools

Preferred Qualifications:

• Experience with Contact Center technologies that includes Avaya Site Administration, Avaya Communication Manager
• Experience with any of the Genesys Call Center Suite of technologies, GeneSys Cloud, PureConnect, Engage
• Experience with Communication collaboration applications, Cisco Webex, Cisco Jabber, MicroSoft Office 365 Teams
• Support experience with 'work at home/remote' employees, rudimentary understanding of VPN, ISP, and Internet connectivity
• Solid foundational knowledge of Telecommunications Carrier Industry, and general understanding of POTS lines, ISPs, VPNs, 800 number services, IVR call routing

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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)