Senior Tech Support & Solutions Lead

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

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.