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Job Details


UnitedHealth Group

Technical Support Analyst

Technology

Technical Support

No

Muntinlupa City, Philippines

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)

Primary Responsibilities:

  • Answer and resolve technical issues through calls that operates 24X7
  • Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone
  • Troubleshoot product specific applications and corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
  • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
  • Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
  • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
  • Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
  • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
  • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

  • At least 3+ years of experience in a call center environment or equivalent
  • 1 - 2 years of experience in Service Desk with experience supporting from a level 1 perspective. Level 2 is an advantage
  • Extensive experience with operating system support including but not limited to Windows 10
  • Experience with service ticketing/tracking systems
  • Experience with Remote Control/Remote Assistance tools
  • Experience with Knowledge Management systems
  • Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers, cameras etc.)
  • Amenable to work in an office in Alabang
  • Amenable to shifting schedule

Preferred Qualifications:

  • Bachelor's degree
  • HDI Service Desk Certification
  • Experience working in environment where success was gauged by balancing first call resolution, call handle time, and/or other specific metrics
  • Experience with handheld devices
  • Experience in a large corporate environment
  • Exposure to or knowledge of ITIL practices
  • Typing speed of 50 WPM
  • Enjoy challenging troubleshooting situations and pays attention to details


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)

Diversity creates a healthier atmosphere: Optum 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.

Optum is a drug-free workplace. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.

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