Customer Support Analyst

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.

This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start. If you have a passion for technology, completed a bootcamp or some experience in technical service support or customer support, we’d love to hear from you!

We will provide you with training on technical support and an abundance of great skills to them support you in furthering your career here at Optum.

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.

Our Leeds support service team meet in the office twice weekly on Monday and Tuesday. 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.

What you’ll do

It may sound cliché, but here at Optum we really do operate in fast-paced and ever-changing environment, but we have fun along the way.

As a Support Analyst we will be looking for you to work proactively with our customers to support a range of issues and queries across our flagship primary care product, EMIS Web.

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.

Other key responsibilities and accountabilities will include:

• 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 service support 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.

Other skills we are looking for you to demonstrate include:

• Good understanding of Microsoft Office (Outlook, Word, Excel)
• Ability to multi-task and manage your time effectively
• Adaptable to changing environments/situations/tasks
• Quick learner, confident in ability to pick up new systems and tools
• Motivated by customer outcomes and providing a quality service

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. 

Join us to start Caring. Connecting. Growing together. 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. Join us to start Caring. Connecting. Growing together.

Equality, Diversity, and Inclusion

At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do.

Optum is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.