Customer Support Specialist — Tech Troubleshooter & Care

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Medical Plan (HMO) from Day 1

Retirement Plan

Dental, Medical, and Optical Reimburse

Life and Disability Insurance

Paid Time-Off Benefits

Sick Leave Conversion

Tuition Reimbursement

Employee Assistance Program (EAP)

Annual Merit Increases

Employee Recognition

Training and Staff Development

Employee Referral Program

Volunteerism Opportunity

All Mandatory Statutory Benefits

Job summary

Optum is seeking a customer-focused professional in Makati to respond to inquiries across channels, manage cases in CRM/ITSM platforms, and resolve issues per policy. The role emphasizes documentation, collaboration with cross-functional teams, and constant process improvement.

The ideal candidate has 1–3 years in support roles, strong communication, and analytical problem-solving skills, with experience using Salesforce or ServiceNow. A competitive benefits package is offered.

Qualifications

• Undergraduate degree or equivalent work experience.
• 1 to 3 years of experience in a customer support, technical support, product support, or call center environment.
• Experience using CRM or case management platforms such as Salesforce or ITSM ServiceNow.

Responsibilities

• Respond to customer inquiries, requests, and concerns through various communication channels.
• Create, update, and manage customer cases using CRM and case management platforms.
• Investigate, troubleshoot, and resolve customer issues while adhering to established processes and policies.
• Accurately document customer interactions, resolutions, and follow-up actions.
• Monitor and maintain communication quality, documentation accuracy, and policy compliance.
• Escalate complex issues to the appropriate teams and provide timely updates to stakeholders.
• Utilize CRM, ITSM, and productivity tools to track incidents, manage cases, and ensure efficient resolution.
• Collaborate with cross-functional teams to deliver a positive customer experience.
• Analyze issues, identify root causes, and recommend appropriate solutions.
• Maintain service levels and contribute to continuous process improvement initiatives.

Skills

Customer support

Troubleshooting

Documentation

Communication skills

Analytical thinking

Education

Undergraduate degree or equivalent

Tools

Salesforce

ITSM ServiceNow

Job description

Optum is seeking a customer-focused professional in Makati to respond to inquiries across channels, manage cases in CRM/ITSM platforms, and resolve issues per policy. The role emphasizes documentation, collaboration with cross-functional teams, and constant process improvement.

The ideal candidate has 1–3 years in support roles, strong communication, and analytical problem-solving skills, with experience using Salesforce or ServiceNow. A competitive benefits package is offered.