The Customer Support Tech Analyst position acts as an internal Technical Coach for Cigna's Customer Support Center. Though a candidate has been identified for this role, we do not discourage qualified applicants from applying for consideration.
Duties:
Is the first point of contact to assist CSC Agents with escalation and problem resolution through walk-up and chat based support.
Provides just-in-time training to CSC agents on and serves as Subject Matter Expert for all CSC technology, software and new product testing.
Represents the CSC as the primary point of contact with FSO and other IT partners for all escalated CSC issues.
Maintains a high level of customer focus in all interactions.
May be required to take calls as the first point of contact for special support scenarios that include white glove, and special support services to diagnose technical problems and provide creative solutions and alternatives that meet business needs.
Supports the CSC's goals of continual service improvement by identifying people, product, and process areas where the CSC can improve service or eliminate problems.
Continually focuses on learning new technologies to support rapidly changing and expanding environment.
Establishes and follows through on individual development plans that enhance team and personal effectiveness.
Works as proponent/advocate for customer issues and concerns in all interactions with CSC service providers.
Presents a positive, customer-focused image and promotes CSC objectives of being a low cost, high quality provider of technology services in all interactions with customers.
Any other role and responsibilities as per assignment.
Qualifications:
A minimum of one year experience in the Information Technology field with either an in depth knowledge of one specific area of technology (e.g., Client Server, mainframe, telecommunications, data center operations, etc.) or a broad knowledge of multiple technologies and platforms.
Technical proficiency in desktop computing.
Aptitude for, and interest in, learning new technologies.
Understands customer's issue and demonstrates real concern.
Responds quickly and resolves problems related to technology usage.
Communicates clearly.
Establishes credibility quickly by following up and taking initiative.
Probes and uncovers customer's underlying issues.
Defines problems quickly and resolves majority of issues within specified timeframe.
Demonstrates creativity in generating solutions.
Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result.
Can deliver "just-in-time" training over the phone.
Actively share knowledge and offers assistance to team members.
Identifies and takes initiative to implement improvement opportunities.
About Cigna
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
