casual employee - Technical Support analystUnitedHealth Group

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 24x7x365
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
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
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
Anticipates customer needs and proactively identifies solutions
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
At least 2-3+ years of experience in a call center environment or equivalent
2-3+ years of experience in Technical support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
Extensive experience with Operating Systems support including but not limited to Windows 7, 8, 10, and Windows native applications
Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers etc.)
Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
Excellent Customer Service Skills
Enjoy challenging troubleshooting situations and pays attention to details
Self-starter and able to work independently while being part of a decentralized team
Amenable to work on Night Shift
Preferred Qualifications:
Bachelor's degree
ITIL Certification / Training
ServiceNow
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
Avaya Site Administration/Avaya Communications Manager/WWE Genesys
Bomgar, native tools within Windows, and Altiris, Symantec
Typing speed of 50 WPM
UnitedHealth Group

Quezon City, Metro Manila
Permanent
Full-time