Technical Customer Support Associate Analyst - eviCore- Hybrid

Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

Delivers professional activities in the IT Support job family. 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. Interprets, evaluates and resolves if possible, telephone inquiries pertaining to the functional operation of all installed application hardware and software products supported by IT. Analyzes simple to moderately complex inquiries and determines appropriate technical area or vendor to resolve problems. Consults with the supervisor and IT professionals when the appropriate course of action is unclear. Alerts the client community and team members when a major problem is suspected. Follows up on specific inquires or requests to ensure client satisfaction. Reports problems with procedures and makes suggestions for improvements. Applies standard techniques and procedures to routine instructions that require professional knowledge in specialist areas. Provides standard professional advice and creates initial reports/analyses for review. May provide guidance, coaching, and direction to more junior members of the team in IT Customer Support.

Duties:

• Works with Cigna customers via the telephone to answer questions and resolve any technical issues with Cigna external facing website products or services.
• 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:

• 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.
• Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

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: [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.