Senior Technical Support Analyst

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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

Primary Responsibilities:

• Create and process all cellular wireless requests accurately and in a timely manner
• Utilize cellular service provider online systems to process orders, check status and obtain accurate service order completions
• Utilize provisioning, ordering and inventory software or systems to monitor order progress with the underlying service provider
• Communicate milestone dates (order and tracking details) with customer
• Monitor orders placed and received for completeness and accuracy
• Review/Analyze incidents or requests assigned to wireless group
• Manage the incidents/tickets in the queue via ServiceNow and/or other applications
• Respond appropriately to incidents placed in one’s queue
• Analyze/identify the nature and impact of the problem/issue. Identify appropriate resources to address the problem/issue
• Escalate problems/issues to internal subject matter experts (Senior Support/Provisioning Analyst) or vendor, as appropriate
• Ensure that escalated incidents are documented, resolved and closed as needed
• Contribute to team effort by accomplishing related results as needed
• Attend team and vendor meetings
• Attend and complete the required training sessions assigned
• Perform other duties as assigned
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• College graduate of an IT related course or equivalent experience
• Analytical and problem-solving experience
• Experience in Customer Service in a BPO/Call Center setting
• Proven Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multitasking, Critical Thinking, Pro Activity, Time Management
• Proven ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel
• Proven ability to handle and prioritize multiple tasks while maintaining attention to detail
• Proven ability to work effectively in a team environment and independently
• Proven ability to quickly analyze and understand a problem and identify practical/pragmatic solutions
• Proven ability to respond effectively and efficiently to customers through either phone or email

Preferred Qualification:

• Experience working with Telecommunication providers

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action 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. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.