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Application Support Specialist II job in Houston at UnitedHealth Group

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Application Support Specialist II at UnitedHealth Group

Application Support Specialist II

UnitedHealth Group Work From Home, TX Full-Time

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)

The Application Support Specialist II is responsible for supporting various SaaS products offered by naviHealth and used by thousands of users. This role is crucial to a successful customer journey and is a first line of defense when it comes to customer questions and escalations. Externally, you will be communicating with customers via email, phone and web, and internally collaborating with in-house teams like Engineering, Product, Account Management and others. In addition to supporting existing software, you will help funnel enhancement requests coming from customers, help with new software releases and collectively bring customer’s feedback and help influence the Product roadmap. Successful candidates should have a hybrid of great technical skills and superb customer service and communication skills.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Provide end user support for our SaaS products, troubleshooting and resolving inquiries and issues

  • Escalate issues to senior members of the Support team and/or Engineering as necessary, while providing your findings about the issue, steps to reproduce and any other relevant information

  • Assist non-technical oriented clients with the use of our Web-based software

  • Provide end user management (provisions, role/access changes, password resets)

  • Team up with QA and Release teams around User Acceptance Testing (UAT), as required

  • Work closely with Integrations/PS teams to resolve more complex issues around connectivity, security and data exchange

  • Adhere to the defined Service-Level-Agreement (SLA) requirements

  • Document procedures and create knowledge base articles to enhance our self- service abilities as well as streamline the support process

  • Participate in Application Support On-Call rotation

  • Perform other duties and responsibilities as required, assigned, or requested

  • This role is Remote Nationwide

  • Will be expected to work hours of 10am - 7pm EST

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:

  • Bachelor’s Degree in Information Technology, Computer Science, Business, or related field required or 4+ years of relevant application support experience 

  • 2+ years of experience in a similar application support role

  • 1+ years of experience supporting SaaS products/platforms

  • Previous experience with CRM platforms like Salesforce, Zendesk, Pegasystems, Oracle or equivalent

  • Experience working with and troubleshooting in all modern browsers (Chrome, Firefox, IE)

  • Database experience

  • VPN, Networking experience

Preferred Qualifications:

  • Scripting experience

  • Web/API testing and/or troubleshooting

  • Healthcare background or knowledge of healthcare terminology, HL7 standard, HIPAA compliance and other related topics

  • Experience with electronic health record (EHR) software like Cerner, EPIC and others

Soft Skills:

  • Superior customer service orientation with focus on customer satisfaction

  • Ability to communicate complex technical concepts effectively with the internal teams and to adjust the level of detail and complexity when communicating with customers/end users

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)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $26.15 to $46.63. The salary range for Connecticut / Nevada residents is $28.85 to $51.30. 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.

Keywords: Optum, UnitedHealth, Application Support Specialist, Customer Service, SaaS, Salesforce, Zendesk, Pegasystems, Oracle, Jira, SQL, VPN, Networking, API Testing, Remote, Telecommute, WFH, WAH, Hiring Immediately, #RPO, #GREEN

Recommended Skills

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