and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees with basic, structured, standard approach to work.
Primary Responsibilities :
Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24 / 7, 365 days a year
Proficiently manage the resolution of inbound technical calls; balance the need for customer service 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
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.
In addition, provide feedback on technical documentation for publication in Knowledge Base
Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool
Anticipate customer needs and proactively identify solutions
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time
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, off phone time, etc.)
Work in a low-wall cubicle environment with moderate noise levels
Required Qualifications :
Preferred Qualifications :
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. 2019 Optum Global Solutions (Philippines) Inc. All rights reserved.Job Keywords : L2 Helpdesk Analyst, Helpdesk Analyst, Helpdesk, Technical Support, Service Desk, Desktop Support, Windows 7, Windows 10, Quezon City, QC, NCR, National Capital Region