Tech Support Analyst — Health Tech Support Champion

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, 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.