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Customer Experience Advocate

1 week ago

Cebu City, Central Visayas, Philippines UnitedHealth Group Full time

Job Details

This role involves providing technical support to our enterprise, vendors, patients, and clients. Key responsibilities include:

  1. Providing technical assistance via multiple channels.
  2. Evaluating end-user needs and offering technology guidance.
  3. Delivering reliable and consistent service to end-users.
  4. Acting as an advocate for end-users by anticipating, identifying, and addressing their concerns.
  5. Analyzing routine problems or conducting analyses using existing procedures and facts.
  6. Managing incident response and restoration, including issue priority, provisioning, and service request fulfillment.
  7. Maintaining accurate records of troubleshooting performed, resolution provided, and relevant information in data centers.
  8. Staying up-to-date on deployed technology trends and their impact on the business.
  9. Identifying process gaps and recommending continuous service improvements.
  10. Fostering a healthy working environment by promoting positive relationships with peers and leaders.

Requirements

  1. Bachelor's degree or equivalent experience.
  2. 2+ years of experience as an IT Service Desk analyst.
  3. Proficiency in ticketing tools like ServiceNow.
  4. Knowledge of remote tool applications, O365 applications, and telephony systems.
  5. In-depth knowledge of supporting various applications and/or IT Service Desk tools and systems.
  6. Basic understanding of theories, practices, and procedures in a function or skill.
  7. Excellent interpersonal and communication skills for cross-functional audiences.