Technical Customer Support Associate Analyst

Cigna Philadelphia , PA 19107

Posted 2 months ago

POSITION SUMMARY

Contributes to the IT Support job family in a support capacity. Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Records inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction. Escalates to or consults with senior staff when solution is unclear. Reports problems with procedures and makes suggestions for improvements. Completes output (documents, analyses, product) in specific work area to appropriate time and quality targets. Works under own initiative, prioritizes own work, and meets agreed timescales. Work is subject to frequent review by more experienced professionals in IT Customer Support.

ESSENTIAL FUNCTIONS

  • Works with Cigna Business and Systems customers via the telephone to answer questions and resolve any issues with Cigna products or services.

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

  • Attempts to resolve internal and external issues at first level within specified timeframe.

  • Diagnoses customers' technical issues and provides creative solutions and alternatives that meet business needs.

  • Provides "just-in-time" training over the phone as needed.

  • 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 problem elimination.

  • Shares learning with team and other interested parties when appropriate.

  • 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.

QUALIFICATIONS

  • Currently employed as a contractor with Cigna or Express Scripts.

  • High School Diploma or GED

  • 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 time frame.

  • Demonstrates creativity in generating solutions.

  • Proactively identifies and addresses business problems not expressed by the customer, translating technology into an enhanced business solution.

  • Can deliver "just-in-time" training over the phone.

  • Actively shares knowledge and offers assistance to team members.

  • Identifies and takes initiative to implement improvement opportunities.

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

ABOUT CIGNA

First things first, we're a global health service company dedicated to helping people improve their health, well-being and sense of security. But we don't just care about your well-being, we care about your career health too. That's why when you work with us, you can count on a different kind of career - you'll make a difference, learn a ton, and share in changing the way people think about healthcare.

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 an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

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Technical Customer Support Associate Analyst

Cigna