Tech Support Analyst — Windows & App Support

UnitedHealth Group; Philippines; On-site; Confidential; Full time

Job summary

UnitedHealth Group's Optum unit in the Philippines is seeking a technical support specialist to help clients by resolving complex product and infrastructure issues. You will work in a fast-paced environment, providing clear guidance and timely solutions over the phone, and ensuring data privacy and security of PHI/PII.

Role requires a 4-year degree, 1+ year in tech support, and strong communication skills. This full-time position offers exposure to global healthcare technology and career growth

Qualifications

• Bachelor’s degree or equivalent from a 4-year program is required.
• Minimum 1+ years of experience in technical support or a tech-related role.
• Strong communication skills.

Responsibilities

• Answer and resolve technical issues via calls that operate 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 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.

Skills

Communication skills

Education

Graduate of at least a 4-year course

Job description

UnitedHealth Group's Optum unit in the Philippines is seeking a technical support specialist to help clients by resolving complex product and infrastructure issues. You will work in a fast-paced environment, providing clear guidance and timely solutions over the phone, and ensuring data privacy and security of PHI/PII.

Role requires a 4-year degree, 1+ year in tech support, and strong communication skills. This full-time position offers exposure to global healthcare technology and career growth