Position DescriptionCombine 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 doing your 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.Primary Responsibilities: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 24x7x365Diagnose 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 neededAssist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and JabberTroubleshoot 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 neededProficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goalEffectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customersDemonstrate a highly developed sense of integrity and commitment to customer satisfactionAccurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking toolAdhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systemsEscalate high priority, high impact issues to the internal support teamsAdhere 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 timeAnticipate customer needs and proactively identifies solutionsRequired Qualifications:At least 5+ years of experience in a call center environment or equivalent3-5 years of experience in Connectivity support with experience supporting from a level 1 to 2 perspectiveExperience with Service Ticketing/Tracking SystemsExperience with Remote Control/Remote Assistance toolsExperience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP)Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols)Understanding of packet analysis and packet capture utilitiesAmenable to work in Alabang, Muntinlupa City; or McKinley Hill, Taguig City; or UP-Ayala Techno Hub, Quezon City; or IT Park, Cebu CityAmenable to work on Night ShiftPreferred Qualifications:HDI Service Desk CertificationBachelor's degree3-5 years of Service Desk experienceExperience with ServiceNowExperience with Bomgar, native tools within Windows, and Altiris SymantecExperience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metricsExperience 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 toolExperience using and supporting IP phone systemsExperience with handheld devicesExperience with supporting MAC hard and softwareExperience in a large corporate environmentExposure to or knowledge of ITIL practicesTyping speed of 50 WPMEnjoys challenging troubleshooting situations and pays attention to detailsSelf-starter and able to work independently while being part of a decentralized teamCareers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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.
