Technical Support Analyst - 24/7 Help Desk

Optum Philippines; Cebu City; On-site; PHP 223,000 - 391,000; Full time

Job summary

Optum Philippines in Cebu City is seeking a technical support professional to resolve 24/7 issues across hardware, software, and network connectivity. You will troubleshoot applications including MS Office, Tableau and RightFax, and translate complex concepts into clear guidance over the phone.

The role emphasizes strong communication, integrity, and adherence to strict schedules; you will document interactions in our incident tracking tool, follow PHI/PII policies, and strive to hit service

Qualifications

• Graduate of at least 4-year course.
• Undergraduate degree or equivalent experience.
• 1+ years as a technical support representative.
• Knowledge Base and assign issues to the appropriate support group.
• Proficiently manage the resolution of inbound technical contacts; balance customer service and issue resolution.
• Proven good communication skills.
• Demonstrate integrity and commitment to customer satisfaction.

Responsibilities

• Answer and resolve technical issues via calls that operates 24X7.
• Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN in Windows 10; provide level 1-2 solutions by phone.
• Troubleshoot product and corporate apps such as MS Office, Tableau, RightFax, and enterprise browsers; Java plug-ins.
• Explain complex technical concepts in plain language to non-technical customers.
• Document interactions in incident management system accurately and promptly.
• Adhere to PHI/PII policies and access controls.
• Maintain strict adherence to schedule, lunch breaks and production time.
• Meet or exceed metrics for ticket quality, first call resolution, adherence, and handle time.
• Comply with employment terms and company policies; may transfer or re-assign as needed.

Skills

Technical support

Communication

Customer service

Integrity

Time management

Education

4-year degree

Undergraduate degree or equivalent experience

Industrial Eng./Mgmt./IT/CS/CE preferred

Tools

MS Office Suite

Tableau

RightFax

Incident management tool

VPN access tools

Job description

Optum Philippines in Cebu City is seeking a technical support professional to resolve 24/7 issues across hardware, software, and network connectivity. You will troubleshoot applications including MS Office, Tableau and RightFax, and translate complex concepts into clear guidance over the phone.

The role emphasizes strong communication, integrity, and adherence to strict schedules; you will document interactions in our incident tracking tool, follow PHI/PII policies, and strive to hit service