Technical Support Analyst - Muntinlupa, NCR
UnitedHealth Group
Muntinlupa City, National Capital Region, PH
6d ago

Primary Responsibilities :

  • Answer and resolve technical issues through calls that operates 24X7
  • Diagnose hardware, software, 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
  • Troubleshoot product specific applications and 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
  • 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
  • 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
  • At least 3+ years of experience in a call center environment or equivalent
  • 1 - 2 years of experience in Service Desk with experience supporting from a level 1 perspective. Level 2 is an advantage
  • Experience with service ticketing / tracking systems
  • Experience with Remote Control / Remote Assistance tools
  • Experience with Knowledge Management systems
  • Extensive experience with operating system support including but not limited to Windows 10.
  • Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers, cameras etc.)
  • Amenable to shifting schedule
  • Amenable to work in an office in Alabang
  • Preferred Qualifications :

  • Bachelor's degree
  • HDI Service Desk Certification
  • Bachelor's degree
  • Experience working in environment where success was gauged by balancing first call resolution, call handle time, and / or other specific metrics
  • Experience with handheld devices
  • Experience in a large corporate environment
  • Exposure to or knowledge of ITIL practices
  • Typing speed of 50 WPM
  • Enjoy challenging troubleshooting situations and pays attention to details
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