Help us lead our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have a strategy or people leader experience? If so, prepare to innovate, create, and inspire. The Technical Support Senior Supervisor role will be responsible for driving anoutstanding level of customer servicewithin the team. They will have responsibility for direct reports that will potentially be working from multiple locations and out of multiple ticket queues. The Sr. Supervisor will beexpected to deliverserviceconsistencywithin their team,servicing our customers with top-quality technical solutions.

Responsibilities

• Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately.


• Provideadvancedcustomer technical support including, but not limited to refreshing hardware, configuring hardware, performing hardware/software installations, troubleshooting and correcting hardware and software problems, virus/spyware removal/detection, and resolving day-to-day system problems in data, voice, and video networks.


• Installs configure, troubleshoots, and repairs Windows or Macintosh desktops and laptops, peripheral equipment, and mobile devices. Escalates unresolved issues promptly.Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.


• Supervise asmall support teamby defining and establishing schedules, setting priorities, providing support/direction, and dealing with all technical issues as needed while providing coverage during operating hours.


• Work withmanagement to promote excellent customer service, and effective response times and provide expert insight into general support issues.


• Serves as an escalation point within the team to resolve more complex problems.


• Ensure that team provides timely and courteous customer service to customers by reviewing Helpdesk tickets, calls, and emails to resolve all technical issues.


• Proactively identify process improvement opportunities and support continuous improvement initiatives under the direction of their supervisor.


• Train team plus enterprise employees about IT policy and procedure.


• Set goals and objectives for the DSS teamand performregular check-ins plusannual performance reviews.


• Perform other duties and responsibilities, as assigned.

Qualifications

• High School diploma; Bachelor's degree preferred.


• Microsoft operating systems and Microsoft Office.


• Apple hardware and operating systems.


• Networking switches and data networks.


• IP telecommunications systems.


• Audio Visual Systems.


• Greatanalytical and communications skills, sound judgment, and the ability to work effectively with clients and other IT staff.


• 5-7Years PC/LAN technical experiencepreferred.


• Previous customer service experience preferred.


• Previous experience in training, mentoring, and doing performance reviews is a plus


• Ability to perform in both an individual and team setting.


• Ability to work in a fast-paced environment while independently prioritizing tasks


• Superior customer service and interaction skills.


• Excellent verbal and written communication skills.


• Continued enhancement of technical skills through continuing education/seminars and interaction with other IT disciplines is a plus.


• Willing to work outside of normal business hours to support activities, and/or support on-call rotation when necessary.


• BSin IT or equivalent combination of education, training, and experience.


• A+ certification or equivalent combination of education, training, and experience.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, 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 us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.