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Optum, a UnitedHealth Group company

Urgent Hiring for Technology Support Manager

Optum, a UnitedHealth Group company

With business certificates
Established in 2011 | 1001-5000 employees
Cebu City, Cebu
Total vacancies for this job title : Over 20
Posted on : September 24, 2020
Job ID : 364872

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Details

TECHNOLOGY SUPPORT MANAGER
 
WHO WE ARE:
  • Optum is a part of the UnitedHealth Group, a Fortune 7 company, serving 125 million individual consumers.
  • We are a diverse company with over 189,000 employees worldwide and over 14,000 employees in the Philippines
  • We are a leader in nearly every aspect of today’s health care landscape
  • We leverage on having the largest single proprietary network of physicians, hospitals, health facilities, and caregivers in the United States. At Optum, we believe that what makes you special can inspire your life’s best work.
Welcome to one of the toughest and most fulfilling ways to help people, including you. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life’s best work.SM
 
Join us today and unlock a world of rewards and benefits for performance, career growth, work-life balance and the opportunity to pursue your passion.
 
REQUIRED QUALIFICATIONS
  • 5+ years of experience in a call center environment or equivalent
  • 3+ years as technical manager handling workstation/ laptop - hardware/software support with experience supporting from a level 1 to 2 perspective
  • 3 years of supervisory or lead experience handling >15 team members
  • Experience with service ticketing/tracking systems
  • Experience with Remote Control/Remote Assistance tools
  • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
PREFERRED QUALIFICATIONS:
  • Bachelor's degree
  • HDI Service Desk Certification
  • At least 3 + years handling workstation/ laptop - hardware/software support in a Service Desk
  • Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics
  • Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
  • Experience with ServiceNow
  • Experience with Bomgar, native tools within Windows, and Altiris (Symantec)
  • Experience working with a knowledge base or knowledge tool
  • Experience using and supporting IP phone systems
  • Experience with handheld devices
  • Experience with supporting MAC hard and software
  • Experience in a large corporate environment
  • Exposure to or knowledge of ITIL practices
  • Ability to enjoy challenging troubleshooting situations and pays attention to details
  • Self-starter and able to work independently while being part of a decentralized team
  • Typing speed of 50 WPM
WHAT WE OFFER: 
  • Competitive Total Rewards Package
  • Retirement Plan
  • Medical Plan (HMO) from Day 1 of employment
  • Dental, Medical, and Optical Reimbursements
  • Life and Disability Insurance
  • Paid Time-Off Benefits
  • Sick Leave Conversion
  • Tuition Fee Reimbursement
  • Employee Assistance Program (EAP)
  • Annual Performance Based Merit Increases
  • Employee Recognition
  • Training and Staff Development
  • Employee Referral Program
  • Employee Volunteerism Opportunity
  • All Mandatory Statutory Benefits
ROLE AND RESPONSIBILITIES: 
 
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
 
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees. Impact of work is most often at the local level.
  • Answer and resolve inbound technical calls at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
  • 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. Using remote control tools to assist customers when needed
  • 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 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
  • Escalate high priority, high impact issues to the internal support teams
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time
  • Manage and be accountable for professional employees and/or supervisors
 
YOU MAY ALSO CHECK OUR OTHER OPPORTUNITIES ONLINE AT:
 
OR CLICK THE APPLY BUTTON BELOW


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