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Technical Support Senior Representative at Cigna

Posted in General Business 9 days ago.

Type: Full-Time
Location: Bloomfield, Connecticut





Job Description:

Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
Duties:


  • Works with Internal and External customers via the telephone and e-mail to resolve any issues with Cigna.com products and services.

  • Maintains a high level of customer focus in all interactions with internal and external customers.

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

  • Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.

  • Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.

  • Identifies opportunities for Process Improvement and a Guaranteed Customer Service follow-up.

  • Shares new information with the team and CSC service providers.

  • Responds to incoming status calls giving the customer an updated status on their ticket and escalating issue to support when information is not available.

  • The Service Level Agreement defined for the ticket priority will be followed when escalating the ticket to support for an updated status.

Qualifications:


  • 1+ years experience in the Information Technology field with either in-depth knowledge of one specific area of technology (i.e. Client Server, Mainframe, Telecommunications, Data Center Operations, etc.) or a broad knowledge of multiple technologies and platforms.

  • Ability to develop knowledge of Cigna technical environment including customer applications.

  • Ability to develop knowledge of all Cigna.com products.

  • Aptitude for an interest in learning new technologies.

  • Clear and concise oral and written communication skills.

  • Understands customer's issue and demonstrates real concern.

  • Establishes credibility quickly by following- up and taking initiative.

  • Responds quickly to customer's needs.

  • Probes and uncovers customer's underlying issues.

  • Defines issues/service requests quickly and resolves or correctly escalates in a timely manner.

  • 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.

  • Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.

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.

For this position, we anticipate offering an hourly rate of 21 - 32 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

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.





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