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Company: UnitedHealth Group

Job Title: Technical Support Representative

Job Number: 384186

Location: Rocky Hill, CT


Position Description:

Provide technical product support to customers on a variety of issues.  Identify, analyze, 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 technical problem resolution on a wide variety of issues ranging from general questions through in-depth and complex technical issues as installation, integration, and interfacing.   

     Provide friendly first-level contact to our customers via e-mail and phone.  Work with them to identify the problem and gather appropriate information.

     Provide accurate logging of problem, all correspondence, and resolution within CRM (Onyx).

     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 ownership of issue and communication with customers during the problem resolution process, utilizing superior customer service and communication skills.

     Maintain in-depth knowledge of company supported products.

     Ability to understand and apply technical documentation and specifications to client issues.

     Review and update Customer Support documentation as assigned.


     2+ years technical support experience is required

     Associates Degree, PC certification, OR 2+ years of equivalent work experience with a high school diploma/GED is required

     Proficiency typing and using standard software applications such as Windows and Microsoft Office (Outlook or professional email, Word, Excel) required

     Familiarity with working in a high-volume, fast-paced support environment is required


     Knowledge of Web Applications, .net framework, IIS, SQL, Unix, Cobol, and/or other software applications and environment variables a plus

     Medical claims, medical billing, or medical software application experience is a plus

     Proficiency with Microsoft Access is preferred

Soft Skills:

     Able to learn new technologies quickly

     Demonstrated analytical skills and problem solving skills

     Demonstrated ability to effectively communicate by phone, e-mail, or in person

     Excellent organizational skills.  Effectively manage multiple priorities and follow through on all projects to completion

     Show initiative and act independently to resolve problems

     Demonstrated ability to achieve successful outcomes in handling difficult situations

To apply for Requisition #384186, please follow the steps below: 

1.  Go to

2.  Under the “Find Jobs” section, enter the requisition number above in the blank that reads
“Enter keyword (e.g. sales) job title or job number”

3.  Click “Search” to view the job listing, then click “Apply Online” to apply

4.  You may have to create a User ID if you have never done so before.

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. In addition, employees in certain positions are subject to random drug testing.

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