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 is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)
Positions in this family are related to the design, development, maintenance and protection of technology systems.
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning and service request fulfillment; installations, upgrades and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations and maintenance employees. For more detailed information on your job function and job code, see the Tech Support Capabilities Model.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

• Generally work is self-directed and not prescribed
• Displays a high level of independence, self-initiative, and attention to detail in all tasks and assignments
• Strong desire to work in a client-facing environment with highly complex technical challenges
• A passion for and proven ability to deliver consistent, high-quality customer care and technical support to internal and external customers
• Ability to work within a KPI-driven environment
• Proven ability to be able to perform effectively under pressure and in critical situations
• Our goal is to provide best in class support and deliver an incredible client experience. This position will ensure that we achieve that goal by working closely with clients to understand their needs, service requirements, issues, and suggestions. A collaborative, client-centric attitude is specifically important to succeed in this role
• Promptly answer client inquiries in line with the company's service level agreements (SLAs), while applying exemplary customer care, ensuring tickets and clients are kept regularly up to date on status through to resolution
• Deliver high customer satisfaction and NPS through end-to-end management of each service request
• Collaborate with other technical support engineers to resolve more complex issues that require escalation
• Communicate effectively with clients, team members, and all leadership to advocate for the clients' best interests while aligning to Optum's organizational goals
• Cultivate a positive culture and maintain high levels of employee engagement
• Remain up to date with products, troubleshooting methods, and technology beyond scheduled training
• Conduct internal and external knowledge-share sessions when required. Contribute to Knowledgebase and other knowledge systems on an ongoing basis
• Operate as part of an international team, providing extended hours of coverage to customers and be part of on-call rotations
• Adhere to all company policies and procedures
• Ensure all tasks are completed in a timely manner and to a high standard. Undertake other reasonable duties at the request of the manager
• Analyzing and troubleshooting stored procedures
• Write, edit and maintain SQL queries for team's troubleshooting needs
• Troubleshooting and debugging Microsoft SQL server 2012 database
• Devises or modifies procedures that solve complex business problems with due consideration for hardware/software capacity and limitations, operating times and the desired results
• Meeting or exceeding all defined target goals and milestone dates for the project to ensure its overall success
• Successfully participate in team building/being a part of team
• Troubleshooting software interfaces
• Troubleshooting data feeds

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:

• University/College degree (technology-related) or equivalent work experience 3+ years of Technical Support of enterprise-class software
• College Degree or equivalent business experience
• 3+ years of troubleshooting concerns regarding application support
• 3+ years client facing experience
• 2+ years of experience in SQL and MySQL or equivalent experience
• Proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access)
• Excellent troubleshooting skills, and high-level interpersonal skills

Preferred Qualifications:

• Experience with multi-threaded applications
• Experience troubleshooting and debugging with MySQL
• Experience in writing complex SQL queries
• Knowledge of Revenue Cycle Management Process
• Understanding of network routing and protocols
• Familiarity supporting SaaS products
• Knowledge of Group Policy and Network Permissions
• Knowledge of Citrix or Terminal Services installations
• Knowledge of SaaS architecture
• In-depth knowledge of software and hardware systems
• Knowledge of HTML
• An understanding of networks (TCP/IP, HTTP, HTTPS, NFS, Firewalls)

Values Based Competencies:

• Integrity Value: Act Ethically
  • Comply with Applicable Laws, Regulations and Policies
  • Demonstrate Integrity
• Compassion Value: Focus on Customers
  • Identify and Exceed Customer Expectations
  • Improve the Customer Experience
• Relationships Value: Act as a Team Player
  • Collaborate with Others
  • Demonstrate Diversity Awareness
  • Learn and Develop
• Relationships Value: Communicate Effectively
  • Influence Others
  • Listen Actively
  • Speak and Write Clearly
• Innovation Value: Support Change and Innovation
  • Contribute Innovative Ideas
  • Work Effectively in a Changing Environment
• Performance Value: Make FactBased Decisions
  • Apply Business Knowledge
  • Use Sound Judgement
• Performance Value: Deliver Quality Results
  • Drive for Results
  • Manage Time Effectively
  • Produce High Quality Work

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
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)
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 to $118,300. The salary range for Connecticut / Nevada residents is $72,800 to $129,900. 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.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
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.