Technical Support Senior Representative

1 month ago

Remote, Oregon, United States The Cigna Group Full time
The job profile for this position is Technical Support Senior Representative, which is a Band 2 Professional Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

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 problem-solving or technical pipeline experience? If so, prepare to innovate, create, and inspire. The Technical Support Senior Representative demonstrates expertise in data engineering technologies with a focus on engineering, innovation, strategic influence, and product mindset. This individual will act as a key contributor to the team to design, build, test, and deliver large-scale software applications, systems, platforms, services, or technologies in the data engineering space. This individual will have the opportunity to work directly with partner IT and business teams, owning and driving major deliverables across all aspects of software delivery.

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

Responsibilities:

  • Works with Cigna customers via the telephone to answer questions and resolve any technical issues.
  • Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
  • Maintains a high level of customer focus in all interactions.
  • Attempts to resolve 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 to the customer 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.
  • 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.

Qualifications:

  • High School Diploma or equivalent; Bachelor's degree preferred.
  • 1+ years customer service experience, preferably in a call center environment.
  • Knowledge of MS Office Suite
  • Knowledge of Windows Operating System
  • Aptitude for, and interest in, learning new technologies.
  • Understands customers' 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 customers' underlying issues.
  • Defines problems quickly and resolves majority of issues within specified timeframe.
  • 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 add value to the team's knowledge base.

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 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.

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.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

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