• Supports Internal Cigna Customers via the telephone, e-mail and Instant Messenger to investigate and resolve any user reported Remote Access issues (C-LIVE and VPN)


• Perform all troubleshooting steps and clearly document in ServiceNow ticketing system


• Collaborates with external Internet Providers for reporting faults, dispatch and equipment replacements


• Maintains a high level of customer focus, sense of urgency and continuous communication on all interactions.


• Provides timely diagnoses of customer's technical issues and provides creative solutions and alternatives that meet business needs.


• Escalates unresolved Problems and Service Requests to the appropriate technical support group identified in the Customer Support Process.


• Responds to incoming status calls or messages - giving the customer an updated status on their issue in a timely manner


• Ability to "think outside the box" for ideas and solutions


• Identify new efficiencies to help automate and/or improve processes to benefit Customer and CSC experience


• Monitor and respond to CSC Chat room requests and activities


• Adheres to Service Level Agreement defined for the reported issue and priority


• Assist both the CSC Remote eWorker Provisioning and CSC Mobility Teams as necessary to keep their ticket queues at acceptable levels.


• Must provide off-hours support via pager on rotational schedule

QUALIFICATIONS :

• 2+ years experience in the Information Technology field with in-depth knowledge of Telecommunications and Internet Service Provider and various Service offerings.


• Clear and concise oral and written communication skills.


• Understands customer's issue and demonstrates real concern with Customer Centricity


• Ability to work independently and responds quickly to customer's needs.


• Probes and uncovers customer's underlying issues.


• Defines Problem Service Request quickly and resolves or correctly escalates issues with specified time frame.


• Actively shares knowledge and offers assistance to teammates.


• Identifies and takes initiative to implement improvement opportunities.


• Possesses insatiable appetite for learning, continuously pursues new learnings that add value to the team's knowledge base.

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.