Technical Support analystUnitedHealth Group

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 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:
Create and process all US Telcom Broadband and Phone line orders (New and Existing) accurately and in a timely manner (AT&T, Verizon, T-Mobile US, and Sprint.)
Utilize Local Exchange Carriers (LEC) online systems to process orders, check status and obtain accurate service order completions
Utilize provisioning, ordering and inventory software or systems to be used
Monitor order progress with the underlying service provider
Responsible for verifying accuracy, provisioning and tracking orders from implementation/delivery to completion
Initiate and maintain regular communications with the customer and to review and verify information
Provide services requested, schedule/coordinate service installation and communicate milestone dates with Customer
Follow standard due date guidelines for each underlying service provider
Meet deadlines and handle multiple projects
Monitor orders placed and received for completeness and accuracy
Contribute to team effort by accomplishing related results as needed
Perform other duties as assigned
Attend and complete the required training sessions assigned
Identify Telecommuter Issues: Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.). Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing applications. Respond appropriately to incidents placed in one's queue
Triage and Escalate Telecommuter Issues: Analyze/identify the nature and impact of the problem/issue. Identify appropriate resources to address the problem/issue. Escalate problems/issues to internal subject matter experts (Senior Support/Provisioning Analyst) or vendor, as appropriate. Correlate multiple events to facilitate issue identification (e.g., due to recent changes). Ensure that escalated incidents are documented, resolved and closed as needed
Troubleshoot Break/Fix Issues
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:
College graduate of an IT related course
Experience working with Internet Providers
Analytical and problem-solving experience
Customer Service in a BPO/Call Center setting, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multitasking, Critical Thinking, Pro Activity, Time Management, Organized
Ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel
Ability to handle and prioritize multiple tasks while maintaining attention to detail
Ability to work effectively in a team environment and independently
Ability to quickly analyze and understand a problem and identify practical/pragmatic solutions
Ability to respond effectively and efficiently to customers through either phone or email
Careers 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.
Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Technical Support Analyst for US Telcom, Tech Support, TSR, Customer Service, Customer Service Representative, CSR, Client Service, Customer Care, Contact Center, Call Center, BPO, Business Process Outsourcing, Quezon City, NCR, National Capital Region
UnitedHealth Group

Quezon City, Metro Manila
Permanent
Full-time