Customer Service Representative Lead - Rocky Hill, CT

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.Ingenix delivers Intelligence for Health Care. A UnitedHealth Group company, Ingenix unites the brightest minds to transform organizations and improve health care through information and technology. We serve a diverse customer base within the health care community, including health care payers, providers, employers, pharmaceutical companies, consumers, workers’ compensation and auto liability insurers, and government agencies.   Role: Provide support to customers on a variety of technical issues.  Identify, research, and resolve complex software problems.  Respond to telephone calls, e-mail, and requests using excellent communication skills.  Document, track, and monitor issues to ensure resolution within our service level agreements.  Rely on experience, instructions, and guidelines to perform the function of the job.  Work both independently and under immediate supervision, using keen judgment when needed.   Primary Responsibilities: Provide the highest level of technical support to our end-users in hospitals and insurance companies using our products (WinStrat, WebStrat, EASYGroup, and WebServices). Provide friendly first-level contact to our customers.  Work with them to identify the problem and gather appropriate information. Provide accurate logging of problems and resolution in Onyx. Provide technical problem resolution on a wide variety of issues ranging from general questions through in-depth technical issues as installation and integration.    Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel. Act as a liaison between customers and internal support staff (regulatory, development, coding) to assure accurate problem interpretation and resolution. Maintain communication with customers during the problem resolution process, utilizing superior customer service skills. Maintain in-depth knowledge of company supported products. Review and update Customer Support documentation as assigned. Answer and log incoming calls when necessary.Qualifications: 2-3 years experience in customer service in a professional office setting required. Proficiency in MS Office (Word, Excel, Outlook, Access) required.  Must have technical experience with operating systems, hardware and software or the ability to learn. Knowledge of IIS, SQL, C Source, Cobol, and other environment variables a plus. Troubleshooting operating systems, hardware and/or software experience is preferred. Healthcare background is plus. Experience with Medical terminology is a plus.  Associates Degree or equivalent work experience preferred. Demonstrated ability to effectively communicate by phone, e-mail, or in person. Must be able to learn new technologies quickly. Prior help desk and/or healthcare industry experience is highly valued. Strong analytical and problem solving skills. Excellent organizational skills.  Effectively manage multiple priorities and follow through on all projects to completion. Familiarity with working in a high-volume, fast-paced environment support environment. Ability to identify and lead best practices. Demonstrated ability to achieve successful outcomes in handling difficult situations.UnitedHealth Group offers a full range of comprehensive benefits, including medical, dental, and vision, matching 401K and an employee stock purchase plan. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.