Technical Support analystUnitedHealth Group

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.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. Basic, structured, standard approach to work.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:
Undergraduate degree or equivalent experience
1+ years of experience the desktop support technology field
1+ years working in a high-volume call center environment
IT Helpdesk experience, Desktop/Product Support Experience
Direct customer service or relationship management experience
Proven experience contributing and aligning to a vision and translating that into practical action
Hands on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
Proven ability to be a champion for change and continuous improvement
Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
Proven adaptable and flexible to meet objectives and changing priorities
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.
UnitedHealth Group

Quezon City, Metro Manila
Permanent
Full-time