Customer Support Analyst

PowerToFly; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global healthcare organization is seeking a Customer Support Analyst to join their collaborative team in Leeds. The role involves supporting medical professionals, diagnosing software issues, and providing exceptional customer service. Candidates should have a background in customer service, strong communication skills, and proficiency in Microsoft Office. This position promises ongoing training and advancement opportunities, making it ideal for those looking to enter the technology field.

Benefits

Comprehensive benefits

Career development opportunities

Recognition for performance

Qualifications

• Proven understanding of Microsoft Office tools.
• Ability to multitask and manage time effectively.
• Quick learner with confidence in picking up new systems.

Responsibilities

• Handle queries professionally using effective customer service skills.
• Diagnose and solve issues raised by medical professionals.
• Identify unresolved issues to escalate to appropriate teams.

Skills

Customer service experience

Empathy

Adaptability

Time management

Ability to multi-task

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together .

Here at Optum we are looking for Customer Support Analysts to come and join our customer driven, diligent and collaborative team on a permanent basis.

Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support these medical professionals across UK professionally diagnosing and resolving issues within our bespoke software.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. This doesn't mean we need you to have previous technology support experience, we can teach you that, but the roles will see you have a more technical focus and will provide you with an abundance of great skills to then support you in furthering your career here at Optum.

What you'll do

As a Customer Support Analyst we will be looking for you to work proactively with our customers to support a range of issues and queries across several pharmacy products. You will be supported in this position to develop your product knowledge, our PharmOutcomes products deliver services for thousands of providers across the UK.

This role will see you have plenty of variety as you will respond to queries that can range from technical advice to potential new user set up over the phone or via our ticketing system. You will be using multiple systems to support our customers, therefore we would look for you to have an understanding of Windows office packages.

Our support service team meet in the office twice weekly. We work on alternate weekly shift patterns, Monday to Friday, 8-4.30PM then 9.30-6PM, plus a requirement to work on-call 1 week out of 4.

Primary Responsibilities

• Handle all queries in a professional manner using effective customer service skills and concise written communication
• Diagnose & solve issues raised by our medical professionals using process and knowledge gained from training
• Identify and elevate any issues that cannot be resolved to the Software Development and Product teams

Who You'll Be

• It is vital that you have experience in a Customer Service role
• Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen and be patient to achieve the right outcome for our customers
• You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution driven in your approach

You will 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 providing development for other roles you may be interested in.

Required Qualifications

• Proven understanding of Microsoft Office (Outlook, Word, Excel)
• Demonstrated ability to multi-task and manage your time effectively
• Demonstrated ability to be adaptable to changing environments / situations / tasks
• Demonstrated ability to be a quick learner, confident in ability to pick up new systems and tools
• Demonstrated ability to be motivated by customer outcomes and providing a quality service

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere : UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © UnitedHealth Group. All rights reserved.