Senior Technical Support Analyst

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

We are seeking a highly skilled and experienced Senior Technical Support Analyst to join our dynamic team. The ideal candidate will possess deep technical knowledge, excellent problem-solving skills, and a passion for delivering exceptional customer service.

Primary Responsibilities:

• Provide Advanced Technical Support: Resolve complex technical issues for clients via phone, email, and chat, ensuring timely and effective solutions
• Troubleshooting and Diagnostics: Perform in-depth troubleshooting and diagnostics to identify root causes of technical problems
• Mentorship and Training: Mentor and train junior support analysts, sharing knowledge and best practices to enhance team capabilities
• Customer Service Excellence: Maintain high levels of customer satisfaction by delivering professional and courteous support
• Documentation: Create and maintain detailed documentation of support cases, solutions, and best practices
• Process Improvement: Identify opportunities for process improvements and contribute to the development and implementation of new support procedures
• Collaboration: Work closely with other departments, such as Development and Quality Assurance, to resolve issues and improve product quality
• Incident Management: Manage and prioritize multiple support cases, ensuring timely resolution and communication with clients
• Reporting: Generate and analyze support metrics and reports to identify trends and areas for improvement

Required Qualifications:

• Bachelor's degree, Information Technology, or a related field
• 8+ years of experience in technical support or a related role, with at least 2 years in a senior or lead position
• Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Experience with ServiceNow, Altiris, Cisco Secure Client are a plus
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Problem-Solving Skills: Solid analytical and problem-solving abilities, with a keen attention to detail
• Customer Focus: Demonstrated commitment to providing outstanding customer service.
• Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams

Preferred Qualification:

• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional)