Your practice track for Technical Support Representative
at Optum Philippines

Philippine-specific tips for this role

• ▸ Many Filipino agents instinctively say, 'Delete niyo po muna yung cache or i-refresh ang profile' which can confuse callers. Instead, walk them through each click using plain English like, 'Let's go to the start menu and type this word together.'
• ▸ Some may think, 'Hindi ko naman trabaho yun' or just ignore it. In an interview, you must show you take ownership of data security. Instead, explain that you took immediate action because protecting PHI is everyone's responsibility.
• ▸ A common mistake is to place the caller on long holds without updating them, or to use jargon like 'We need to delete your Tableau repository'. Instead, say, 'I'll have you press a few keys with me while we test, that will only take a minute.'
• ▸ Avoid answering casually like, 'Okay lang sa'kin ang night shift kasi mas malaki ang night differential' (I'm okay because night diff is higher). While pay is a factor, Optum wants to see genuine commitment to the healthcare mission and readiness to adapt. Express intrinsic motivation.