24/7 Tech Support Analyst — Windows & App Helpdesk

Optum, a UnitedHealth Group Company; Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Optum is seeking a Technical Support Representative in the Philippines to diagnose and resolve hardware, software, and network issues in a Windows 10 environment. You will handle 24/7 calls, troubleshoot applications like MS Office, Tableau, and RightFax, and ensure timely issue resolution with strong customer focus.

Requirements include a 4-year degree, 1+ year tech support experience, and solid communication skills.

Qualifications

• Highest Educational Attainment: Graduate of at least a 4-year course
• Total years of experience: 1+ years as a technical support representative or in a tech‑related role
• Proven good communication skills

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 solidly 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...

Skills

Technical support

Communication skills

Education

4-year degree

Tools

MS Office Suite

Tableau

RightFax

Enterprise browsers

Java plug-ins

Job description

Optum is seeking a Technical Support Representative in the Philippines to diagnose and resolve hardware, software, and network issues in a Windows 10 environment. You will handle 24/7 calls, troubleshoot applications like MS Office, Tableau, and RightFax, and ensure timely issue resolution with strong customer focus.

Requirements include a 4-year degree, 1+ year tech support experience, and solid communication skills.