Customer Support Analyst

Customer 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.

Here at Optum we are looking for Customer Support Analysts to come and join our customer driven, diligent and collaborative team on a permanent basis.

Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support these medical professionals across UK professionally diagnosing and resolving issues within our bespoke software.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. This doesn't mean we need you to have previous technology support experience, we can teach you that, but the roles will see you have a more technical focus and will provide you with an abundance of great skills to then support you in furthering your career here at Optum.

As a Customer Support Analyst we will be looking for you to work proactively with our customers to support a range of issues and queries across several pharmacy products. You will be supported in this position to develop your product knowledge, our PharmOutcomes products deliver services for thousands of providers across the UK.

This role will see you have plenty of variety as you will respond to queries that can range from technical advice to potential new user set up over the phone or via our ticketing system. You will be using multiple systems to support our customers, therefore we would look for you to have an understanding of Windows office packages.

Our support service team meet in the office twice weekly. We work on alternate weekly shift patterns, Monday to Friday, 8-4.30PM then 9.30-6PM, plus a requirement to work on-call 1 week out of 4.

Primary Responsibilities

• Handle all queries in a professional manner using effective customer service skills and concise written communication
• Diagnose & solve issues raised by our medical professionals using process and knowledge gained from training
• Identify and escalate any issues that cannot be resolved to the Software Development and Product teams

Who You'll Be:

It is vital that you have experience in a Customer Service role.

Whilst we will provide you with the right training and tools to ensure you are set for success, we need you to demonstrate to us your ability to empathise, listen and be patient to achieve the right outcome for our customers.

You will be a team player who enjoys working within a fast-paced and busy environment, and you will be solution driven in your approach.

About Us: Optum is a global organisation 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.

You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.

Required Qualifications:

• Proven understanding of Microsoft Office (Outlook, Word, Excel)
• Demonstrated ability to multi-task and manage your time effectively
• Demonstrated ability to be adaptable to changing environments/situations/tasks
• Demonstrated ability to be a quick learner, confident in ability to pick up new systems and tools
• Demonstrated ability to be motivated by customer outcomes and providing a quality service