Associate Technical Support Manager - Applications - Multiple Locations

UnitedHealth Group (Cebu, Philippines) 29 days ago



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 team level.

Primary Responsibilities:

  • Coordinate, supervise and be accountable for the daily activities of business support, technical or production team or unit
  • 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 24/7 in 365
  • 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
  • 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
  • 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



Required Qualifications:

  • Has a highly developed sense of integrity and commitment to customer satisfaction

  • At least 5+ years of experience in a call center environment or equivalent 

  • 3-5 years of experience in Application support (Service Desk) with experience supporting from a level 1 to 2 perspective

  • Experience with MS Office (Outlook, Excel, etc.) and other enterprise applications support and maintenance

  • 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

  • Experience with end-user support for Citrix and Virtual Desktop Environments

  • Experience with Service Ticketing/Tracking Systems (ServiceNow)

  • Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec)

  • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)

  • Amenable to work on Night Shift

  • Amenable to work in Alabang, Muntinlupa City; or McKinley Hill, Taguig City; or UP-Ayala Techno Hub, Quezon City; or IT Park, Cebu City

Preferred Qualifications:

  • Bachelor's degree

  • HDI Service Desk Certification

  • 3-5 years of experience in Application support in a Service Desk

  • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics

  • Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)

  • Experience working with a knowledge base or knowledge tool

  • 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

  • ServiceNow 

  • Bomgar, native tools within Windows, and Altiris (Symantec)

  • Typing speed of 50 WPM 

  • Enjoy challenging troubleshooting situations and pays attention to details 

  • Self-starter and able to work independently while being part of a decentralized team

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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: Associate Technical Support Manager, Applications, Assoc Tech Support Manager - Applications,  Technical Support Manager, Support Manager, Genesys, ServiceNow, Bomgar, Taguig City, Quezon City, Muntinlupa City, Alabang, NCR, National Capital Region, Cebu City, Cebu

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