Manager - Technical Support - Cebu City, Cebu

UnitedHealth Group (Cebu, Philippines) 23 hours ago

Description

 

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. Impact of work is most often at the local level.


Primary Responsibilities:

  • Answer and resolve inbound technical calls 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
  • Anticipate customer needs and proactively identifies solutions
  • Manage and be accountable for professional employees and/or supervisors

Qualifications

 

Required Qualifications:

  • At least 5+ years of experience in a call center environment or equivalent
  • 3 years of supervisory or lead experience handling more than 15 team members
  • At least 3+ years technical manager handling Application support (COTS products such as Microsoft Productivity suite) with experience supporting from a level 1 to 2 perspective
  • Experience with MS Office (Outlook, Excel, etc.) and other enterprise applications support and maintenance
  • Experience with end user support for Citrix and Virtual Desktop Environments
  • Experience with service ticketing/tracking systems
  • Experience with Remote Control/Remote Assistance tools
  • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
  • Knowledge and extensive experience with Enterprise approved Browser and Java Plug-in Troubleshooting
  • Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others


Preferred Qualifications:

  • Bachelor's degree
  • At least 3 + years technical manager handling Application support in a Service Desk
  • Experience with ServiceNow
  • Experience with Bomgar, native tools within Windows, and Altiris (Symantec)


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: Manager, Technical Support, Tech Support, Call Center, Contact Center, BPO, Remote Control, Remote Assistance, Terminal Emulator, Putty, MobaXterm, Cebu City, Cebu

Job Field

  Technology

Apply