Description:
Position Description
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliably. There’s no room for error. Join us and start doingyour life’s best work.(sm)
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees. Impact of work is most often at the team level.
Primary Responsibilities:
Coordinate, supervise and be accountable for the daily activities of business support, technical or production team or unit
Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24/7 in 365
Diagnose hardware, software, printing, and 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, via chat or email
Using remote control tools to assist customers when needed
Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber
Troubleshoot 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
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
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
Escalate high priority, high impact issues to the internal support teams
Adhere to a strongly 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
Anticipate customer needs and proactively identifies solutions
Requirements:
Required Qualifications:
Undergraduate degree or equivalent experience
Has a highly developed sense of integrity and commitment to customer satisfaction
At least 5+ years of experience in a call center environment or equivalent
3-5 years of experience in Application support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
Experience with MS Office (Outlook, Excel, etc.) and other enterprise applications support and maintenance
Knowledge and extensive experience with Enterprise approved Browser and Java Plug-in Troubleshooting
Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others
Experience with end-user support for Citrix and Virtual Desktop Environments
Experience with Service Ticketing/Tracking Systems (ServiceNow)
Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec)
Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
Amenable to work on Night Shift
Amenable to work in Alabang, Muntinlupa City; or McKinley Hill, Taguig City; or UP-Ayala Techno Hub, Quezon City; or IT Park, Cebu City
Preferred Qualifications:
Bachelor’s degree
HDI Service Desk Certification
3-5 years of Service Desk experience
Experience with ServiceNow
Experience with Bomgar, native tools within Windows, and Altiris Symantec
Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
Experience working with a knowledge base or knowledge tool
Experience using and supporting IP phone systems
Experience with handheld devices
Experience with supporting MAC hard and software
Experience in a large corporate environment
Exposure to or knowledge of ITIL practices
Typing speed of 50 WPM
Enjoys challenging troubleshooting situations and pays attention to details
Self-starter and able to work independently while being part of a decentralized team
Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
