Technical Support Representative (Salesforce, ServiceNow experience)

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Market competitive pay levels

Medical plan (HMO) from day 1

Paid time-off benefits

Tuition reimbursement

Job summary

Optum in Makati seeks an experienced customer support professional to respond to inquiries across channels, manage cases in CRM/ITSM systems, and resolve issues per policy. The role emphasizes accurate documentation, timely updates, and collaboration with cross-functional teams.

The ideal candidate has 1–3 years in customer or technical support, with strong communication and problem-solving skills, and proficiency in Outlook, Excel, Word, Salesforce, and ServiceNow.

Qualifications

• Undergraduate degree or equivalent work experience.
• 1 to 3 years of experience in a customer support, technical support, product support, or call center environment.
• Experience using CRM or case management platforms, such as Salesforce, ITSM ServiceNow for incident management, or similar tools.
• Ability to identify detail-level issues related to policy adherence, communication quality, documentation accuracy, and technical troubleshooting.
• 2+ years of experience using Microsoft Outlook, Teams, Excel, and Word, including the ability to create, edit, manage, and send documents, spreadsheets, and emails.
• Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users and stakeholders.
• Strong critical thinking, analytical problem-solving, and logical troubleshooting skills.

Responsibilities

• Respond to customer inquiries, requests, and concerns through various communication channels.
• Create, update, and manage customer cases using CRM and case management platforms.
• Investigate, troubleshoot, and resolve customer issues while adhering to established processes and policies.
• Accurately document customer interactions, resolutions, and follow-up actions.
• Monitor and maintain communication quality, documentation accuracy, and policy compliance.
• Escalate complex issues to the appropriate teams and provide timely updates to stakeholders.
• Utilize CRM, ITSM, and productivity tools to track incidents, manage cases, and ensure efficient resolution.
• Collaborate with cross-functional teams to deliver a positive customer experience.
• Analyze issues, identify root causes, and recommend appropriate solutions.
• Maintain service levels and contribute to continuous process improvement initiatives.

Skills

CRM experience

Microsoft Outlook

Communication skills

Analytical problem solving

Education

Undergraduate degree or equivalent

Tools

Salesforce

ITSM ServiceNow

Job description

Job Responsibilities

• Respond to customer inquiries, requests, and concerns through various communication channels.

• Create, update, and manage customer cases using CRM and case management platforms.

• Investigate, troubleshoot, and resolve customer issues while adhering to established processes and policies.

• Accurately document customer interactions, resolutions, and follow-up actions.

• Monitor and maintain communication quality, documentation accuracy, and policy compliance.

• Escalate complex issues to the appropriate teams and provide timely updates to stakeholders.

• Utilize CRM, ITSM, and productivity tools to track incidents, manage cases, and ensure efficient resolution.

• Collaborate with cross-functional teams to deliver a positive customer experience.

• Analyze issues, identify root causes, and recommend appropriate solutions.

• Maintain service levels and contribute to continuous process improvement initiatives.

Job Qualifications

• Undergraduate degree or equivalent work experience.

• 1 to 3 years of experience in a customer support, technical support, product support, or call center environment.

• Experience using CRM or case management platforms, such as Salesforce, ITSM ServiceNow for incident management, or similar tools.

• Ability to identify detail-level issues related to policy adherence, communication quality, documentation accuracy, and technical troubleshooting.

• 2+ years of experience using Microsoft Outlook, Teams, Excel, and Word, including the ability to create, edit, manage, and send documents, spreadsheets, and emails.

• Excellent verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users and stakeholders.

• Strong critical thinking, analytical problem-solving, and logical troubleshooting skills.

WHAT WE OFFER:

• Market Competitive Pay Levels

• Retirement Plan

• Medical Plan (HMO) from Day 1 of employment

• Dental, Medical, and Optical Reimbursements

• Life and Disability Insurance

• Paid Time-Off Benefits

• Sick Leave Conversion

• Tuition Reimbursement

• Employee Assistance Program (EAP)

• Annual Performance Based Merit Increases

• Employee Recognition

• Training and Staff Development

• Employee Referral Program

• Employee Volunteerism Opportunity

• All Mandatory Statutory Benefits

WHO WE ARE:

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.

• We're a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.

• As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.