Technical Support Analyst

3 weeks ago

Morris, United States The Cigna Group Full time

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 experience? If so, prepare to innovate, create, and inspire. The Databricks Software Engineering Senior Advisor (Software Engineering Senior Advisor) will be responsible for the Global Experience and Identify organization under Technology Experience Services (TXS). TXS is made up of Specialized Technology Services (STS), Global Deskside Services, Executive Support Services, Colleague Technology Experience, Technology Enablement Leader and Customer Support Center. The Technology Solution Zone is under STS, where we support all colleagues of locations where we have a brick & mortar store. We work closely with all teams.

Responsibilities:

  • Meet and greet Cigna colleagues as they walk into the store to answer questions and resolve problems related to all Lines of Business for Cigna products and services.
  • Register colleague upon entry, documenting the existing issue/request via Technology Solution Zone registration tool, categorizing the issue/request in the ticket from the colleague's perspective.
  • Triage colleague technical problems and determine if further technical assistance is needed.
  • If technician is needed, introduce the colleague to the technician they will be working with.
  • Direct colleague traffic in Zone, direct colleagues waiting for support to designated areas. Determine who is next in line by order of registration.
  • Ensure all tickets in "send to zone tech" are updated to "resolved, escalate internal or escalate external" before end of day.
  • Ensure the Zone is neat, clean, and orderly.
  • Provide excellent colleague support for all technology products and services.
  • Ensure issues are resolved within a specified timeframe per our SLA's (Service Level Agreement).
  • Maintain a clear level of communication with the colleagues and advise of next steps.
  • Provide high level summaries to supervisor when required during an incident situation and or project updates. Escalates to or consults with senior staff when solution is unclear.
  • Reports problems with processes or procedures and makes suggestions for improvements.
  • Understands Customer Satisfaction is key to the overall success of the Technology Solution Zone
  • Present a positive, customer-focused image always. Must be a team player

Qualifications:

  • High School Diploma or equivalent; Associate degree in technology or an equivalent combination of 1-2 years of Technology/Customer Service work experience preferred.
  • Excellent communication and motivational skills.
  • Ability to understand customer's issues and demonstrate real concern via customer centricity.
  • Ability to greet our colleagues with a smile on your face.
  • Ability to multi-task and foster working relationships with the team and lines of business in the Brick and Mortar location.
  • Ability to use sound judgment, manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.
  • Ability to manage conflict and empathize with colleague frustrations.

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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group 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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