Senior Tech Support Analyst

Optum; Muntinlupa; On-site; PHP 350,000 - 550,000; Full time

Job summary

Optum in Manila is seeking a seasoned IT Service Desk professional to identify knowledge resources, support technology deployments, and translate complex terms for non-technical users.

You will troubleshoot issues, contribute to automation initiatives, and continuously learn to improve support and align with business goals in a fast-paced environment. Strong communication and problem-solving skills are essential.

Qualifications

• 5+ years of experience in a Customer Service Support or IT Service Desk environment.
• Experience Identifying and executing automation and process improvement initiatives.
• Hands-on experience supporting IT Service Desk tools and systems.
• Strong interpersonal, written, and oral communication skills.
• Ability to prioritize tasks in a high-pressure environment and make quick decisions.
• Ability to explain technical terms to non-technical users.

Responsibilities

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues.
• Learns about technology deployments and how they fit within business model/strategy.
• Explains general navigation to customers and translates technical terms to non-technical users.
• Shows an interest in learning more advanced aspects of the functional skills.
• Translates technical terms and concepts to non-technical users.
• Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance.
• Demonstrates a mindset of career-long continuous learning, improvement, and growth.
• Communicates effectively and understands industry knowledge to accomplish objectives.

Skills

Customer Service

Automation

IT Service Desk Tools

Communication

Job description

Improve the lives of others while Caring. Connecting. Growing together.

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
• Shows an interest in learning more advanced aspects of the functional skills
• Translates technical terms and concepts to non-technical users
• Can apply functional knowledge and skills to tasks and problems
• Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
• Demonstrates a mindset of career-long continuous learning, improvement, and growth
• Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
• Volunteers for and seeks out opportunities to learn and support new technologies
• Positions self to take the lead on initiatives
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• Synthesizes technical information, learns, and applies the best lessons of experience.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 regard 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:

• 5+ years of experience in a Customer Service Support or IT Service Desk environment
• Experience Identifying and executing automation and process improvement initiatives to improve efficiencies
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• Good understanding of the organization's goals and objectives
• Solid interpersonal, written, and oral communication skills
• Able to conduct research into security issues and products as required
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
• Ability to present ideas in a friendly manner

Preferred Qualification:

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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.