Product Support Agent – National Remote

Opportunities with Level2, a UnitedHealthcare company. We help people with type 2 diabetes go beyond the traditional disease management approach. We enable individuals to see and understand their glucose in new ways. Together, we take proactive steps to restore their health and overcome the impact of type 2 diabetes. Learn more at mylevel2.com and work with a team that will empower you to start Caring. Connecting. Growing together. 

Level2 is a healthcare start-up that is building the next generation of virtual care for individuals with chronic conditions including Type 2 diabetes. This new business is dedicated to empowering patients to manage and achieve remission of their condition through an end-to-end virtual care offering. As an employee of this new business, you can expect to be a part of a dynamic organization that is fast-paced and driven by our vision to change the way healthcare is delivered for millions of individuals nationwide. 

This is a full-time position, requiring 40 hours per week. Employees must work an 8-hour shift between 7:00 AM and 8:00 PM CST, with availability to work on Saturdays from 9:00 AM to 3:00 PM CST. If scheduled to work on a Saturday, the workweek will consist of four business days. 

We  offer 4 weeks of paid training. The hours during training will be 9:00am to 6:30pm CST, Monday – Friday. Training will be conducted virtually from your home. 

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

      

Primary Responsibilities: 

• Ability to effectively use multiple web tools to manage member details 
• Able to adapt and learn new technology as released 
• Successfully help members work through any questions they have and provide support with technology 
• Communicate by phone, chat or via e-mail in a professional and friendly manner 
• Communicate technical information to nontechnical personnel 
• Work cross-functionally and collaboratively with other departments  
• Attend, participate and arrive on time to meetings with a professional, team-oriented presence 
• Accept constructive feedback for continual improvement 
• Adapt, embrace and engage in changes required to achieve value and productivity 
• Able to work in start-up and developing environment 
• Monitor and facilitate workflow, maximizing resources to provide quality member support 
• Deliver excellent customer service while contributing to a positive culture within Level 2 
• Maintain call observation scores based on targets to ensure maximum levels of service to our customers  
• Meet or exceed monthly member satisfaction expectations to maintain perceived value 

       

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: 

• High School Diploma / GED OR equivalent work experience 
• Must be 18 years of age OR older 
• 1+ years of customer service experience 
• Experience with Microsoft Excel (create spreadsheets, sort/filter data), Microsoft Word (creating, editing and saving documents), Microsoft Outlook (email and calendar management)  
• Experience with Microsoft Windows, including mouse and keyboard skills (data entry, open documents, save documents) including the ability to learn new and complex computer system applications. 
• Ability to work Saturday’s from 9:00am to 3:00pm CST  
• Ability to work 8-hour days  Monday through Friday, 7:00am to 8:00pm CST  

               

Preferred Qualifications: 

• Background in Health and Wellness  
• Bilingual fluency in English and Spanish
• Experience working in HIPAA regulated environment  
• Experience working with technology devices 
• Experience working in a call center environment 

             

Telecommuting Requirements: 

• Ability to keep all company sensitive documents secure (if applicable) 
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy. 
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. 

              

Soft Skills: 

• Strong written and verbal communications skills  
• Problem solving skills