Customer Support Specialist

4 days ago

Quezon City, National Capital Region, Philippines beBeeCustomerSupport Full time
Technical Support Role">

Job Summary:

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Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.

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Our technical support analysts provide critical assistance to customers, ensuring their issues are resolved efficiently and effectively. This role involves answering and resolving technical issues through calls, chat, and web portal in a high-volume call center environment.

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Key Responsibilities:

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  • 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 24/7/365.">
  • 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.">
  • 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 type 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.">
  • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.">
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Requirements:

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  • Bachelor's degree in Industrial Engineering/Management, Information Technology, Computer Science, or related field.">
  • Minimum two years of experience in technical support, preferably in a Service Desk environment.">
  • Proven skills and expertise in workstation support, particularly in a Service Desk setting.">
  • Ability to work varied shifts, including nights and weekends.">
  • Excellent communication and problem-solving skills.">
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What We Offer:

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A supportive and dynamic work environment that fosters growth and development.

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Opportunities for professional advancement and career growth.

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Competitive compensation and benefits package.

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Recognition and rewards for outstanding performance.

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