Philippines Job Openings

Optum

Technical Support Analyst

Taguig

FULL TIME

September 6, 2024

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

Create and process all broadband and phone line requests accurately and in a timely manner
Utilize internet service provider online systems to process orders, check status and obtain accurate service order completions
Utilize provisioning, ordering and inventory software or systems to monitor order progress with the underlying service provider
Provide services requested, schedule/coordinate service installation and communicate milestone dates with Customer
Follow standard due date guidelines for each underlying service provider
Monitor orders placed and received for completeness and accuracy
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 Service Now and/or other ticketing applications.
Respond appropriately to incidents placed in one’s queue
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
Ensure that escalated incidents are documented, resolved and closed as needed
Contribute to team effort by accomplishing related results as needed
Attend and complete the required training sessions assigned
Perform other duties as assigned
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 or equivalent experience
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
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

Preferred Qualification:

Experience working with internet providers

At United Health 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.

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. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.

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