Tech Support Analyst - Alabang

Optum Philippines; Muntinlupa; On-site; PHP 279,000 - 390,600; Full time

Job summary

Optum Philippines is seeking a skilled technical support representative to assist customers with a range of technical issues in a 24/7 environment. Responsibilities include diagnosing hardware and software problems, troubleshooting applications, and ensuring exceptional customer satisfaction.

The ideal candidate has strong communication skills, technical troubleshooting capabilities, and experience in managing incident tracking. Join us to contribute to health optimization globally and be part of a diverse and inclusive culture.

Qualifications

• Ability to diagnose and resolve technical issues in a complex environment.
• Experience in providing exceptional customer service.
• Familiarity with incident management tools.

Responsibilities

• Answer and resolve technical issues through calls operating 24X7.
• Diagnose hardware and software issues within a Windows 10 environment.
• Manage inbound technical contacts while adhering to call handle time goals.

Skills

Technical issue resolution

Communication skills

Customer service

Troubleshooting

Incident management

Tools

MS Office Suite

Tableau

Windows 10

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 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

• 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 type 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 (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.