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 broadband and phone line requests accurately and in a timely manner
- Utilize internet 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
- Provide services requested, schedule/coordinate service installation and communicate milestone dates with Customer
- Follow standard due date guidelines for each underlying service provider
- Monitor orders placed and received for completeness and accuracy
- Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.).
- Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing 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 and complete the required training sessions assigned
- Perform other duties as assigned
What skills/attributes are a must have:
- 3+ years of experience in IT Service Desk
- College graduate of an IT related course or equivalent experience
- Experience working with internet providers is a plus
- Analytical and problem-solving experience
- Customer Service in a BPO/Call Center setting
Nice to have:
- Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multitasking, Critical Thinking, Pro Activity, Time Management
- Ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel
- Ability to handle and prioritize multiple tasks while maintaining attention to detail
- Ability to work effectively in a team environment and independently
- Ability to quickly analyze and understand a problem and identify practical/pragmatic solutions
- Ability to respond effectively and efficiently to customers through either phone or email
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care must go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
#LetsGrow
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 broadband and phone line requests accurately and in a timely manner
- Utilize internet 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
- Provide services requested, schedule/coordinate service installation and communicate milestone dates with Customer
- Follow standard due date guidelines for each underlying service provider
- Monitor orders placed and received for completeness and accuracy
- Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.).
- Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing 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 and complete the required training sessions assigned
- Perform other duties as assigned
What skills/attributes are a must have:
- 3+ years of experience in IT Service Desk
- College graduate of an IT related course or equivalent experience
- Experience working with internet providers is a plus
- Analytical and problem-solving experience
- Customer Service in a BPO/Call Center setting
Nice to have:
- Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multitasking, Critical Thinking, Pro Activity, Time Management
- Ability to use personal computer and basic software applications; for example: Microsoft Word, Microsoft Excel
- Ability to handle and prioritize multiple tasks while maintaining attention to detail
- Ability to work effectively in a team environment and independently
- Ability to quickly analyze and understand a problem and identify practical/pragmatic solutions
- Ability to respond effectively and efficiently to customers through either phone or email
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care must go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
#LetsGrow