Technical Customer Support Associate Analyst - Evernorth Health Services at Cigna in FRANKLIN, Tennessee

Job Description:

Help us support our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have tech and troubleshooting experience? If so, prepare to innovate, create, and inspire. The Technical Customer Support Associate Analyst 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. .

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

Responsibilities:

• 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 customer focus in all interactions with internal and external customers.


• Provides timely diagnoses of customers' technical issues and 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.


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


• Responds to incoming status calls, updating the customer on the status of their ticket and escalating theissue 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

• High School diploma; Bachelor's degree preferred.


• 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 the 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 an insatiable appetite for learning, and continuously pursues new learnings 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.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: 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.

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.