Operations/Technical Support Associate Analyst - Remote

Technical Support Analyst/Operations Associate Analyst

Job Description:

Function/Role:

• Supports Internal Cigna Customers via the telephone, e-mail and Instant Messenger to investigate and resolve any user reported Remote Access issues (C-LIVE, HP Aruba, Cisco Meraki, and Avaya phones)
• Perform all troubleshooting steps and clearly document in ServiceNow ticketing system
• Collaborates with external Internet Providers for reporting faults, dispatch and equipment replacements
• Maintains a high level of customer focus, sense of urgency and continuous communication on all interactions.
• Provides timely diagnoses of customer's technical issues and provides creative solutions and alternatives that meet business needs.
• Escalates unresolved Problems and Service Requests to the appropriate technical support group identified in the Customer Support Process.
• Responds to incoming status calls or messages - giving the customer an updated status on their issue in a timely manner
• Ability to "think outside the box" for ideas and solutions
• Identify new efficiencies to help automate and/or improve processes to benefit Customer and CSC experience
• Monitor and respond to CSC Chat room requests and activities
• Adheres to Service Level Agreement defined for the reported issue and priority
• Must provide off-hours support via pager on rotational schedule

QUALIFICATIONS:

• 2+ years experience in the Information Technology field with in-depth knowledge of Telecommunications and Internet Service Provider and various Service offerings.
• Clear and concise oral and written communication skills.
• Understands customer's issue and demonstrates real concern with Customer Centricity
• Ability to work independently and responds quickly to customer's needs.
• Probes and uncovers customer's underlying issues.
• Defines Problem Service Request quickly and resolves or correctly escalates issues with specified time frame.
• 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.

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 20 - 30 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 Group.

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: [email protected] for support. Do not email [email protected] 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.