Technical Support Analyst
1 week ago
Optum helps millions live healthier lives by connecting people with care, pharmacy benefits, data and resources. Directly improving health outcomes, our team is guided by diversity and inclusion, with talented peers, benefits and career development opportunities. Make an impact on the communities we serve, advancing health equity on a global scale.
Primary Responsibilities:
- Answer and resolve technical issues via calls, chat and web portal in a high-volume call center that operates 24/7.
- Diagnose and troubleshoot hardware, software, printing and network connectivity issues in a Windows 10 environment, offering level 1 to 2 solutions over the phone, via chat or email.
- Assist end users with endpoint devices, Contact Center solutions, and Collaboration applications such as WebEx and Jabber.
- Troubleshoot corporate applications, using a Knowledge Base and assigning issues to the appropriate support group as needed.
- Manage the resolution of inbound technical contacts, balancing customer service, support and issue resolution.
- Translate complex technical concepts into easy-to-understand language for non-technically oriented customers.
- Demonstrate integrity and commitment to customer satisfaction.
- Accurately and efficiently record all interactions with customers in an incident management tracking tool.
- Adhere to policies and procedures regarding the safeguarding of protected information and access to corporate systems.
- Escalate high-priority, high-impact issues to internal support teams.
- Meet or exceed statistical metrics regarding ticket and contact quality, first call resolution, schedule adherence and call handle time.
- Anticipate customer needs and proactively identify solutions.
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