Tech Support Analyst - Cebu

Optum, a UnitedHealth Group Company; Cebu City; On-site; PHP 335,000 - 580,000; Full time

Job summary

Optum, a UnitedHealth Group company, is hiring for a Technical Support Representative in Cebu City, Philippines. The role involves providing 24x7 technical assistance, diagnosing hardware and software issues, and supporting enterprise applications in a Windows 10 environment.

The ideal candidate has at least 1+ year in a tech-related role, a four-year degree (or equivalent), strong communication skills, and a commitment to customer satisfaction while upholding PHI/PII safeguards.

Qualifications

• 4-year degree required or equivalent experience.
• 1+ years as a technical support representative or in a tech-related role.
• Strong communication skills and customer service mindset.
• Knowledge base and issue routing to appropriate support groups.

Responsibilities

• Answer and resolve technical issues through calls that operate 24x7.
• Diagnose hardware, software, network connectivity issues in Windows 10 environment.
• Troubleshoot product specific applications and corporate applications (MS Office, Tableau, Rightfax, browsers, Java plug-ins).
• Translate technical concepts into simple language for non-technical customers.
• Record interactions in incident management system accurately and promptly.
• Adhere to PHI/PII safeguarding policies and company directives.
• Meet metrics for ticket quality, first call resolution, schedule adherence, and handle time.

Skills

Technical support

Customer service

Communication

Integrity

Education

Four-year degree

Undergraduate degree or equivalent

Tools

MS Office Suite

Tableau

Rightfax

Java plug-ins

Enterprise browsers

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.)
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
• 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 (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards 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:

• Graduate of at least 4-year course
• Undergraduate degree or equivalent experience
• 1+ years as a technical support representative or in a tech‑related role
• 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
• Proven good communication skills
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction

Preferred Qualification:

• Any course - Industrial Engineering/Management, Information Technology, Computer Science, Computer Engineering

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.