Job description

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 with a focus on Technical Support. Under direct supervision, assists in designing, developing, testing, debugging and implementing operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Assists in modifying existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation. 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 Technical Support.
Responsibilities/Duties
Works with Internal customers via the walk ups to our IT&me tech zones to resolve issues related to mobile phone ordering, software/hardware and connectivity issues. (iPhone, Samsung Galaxy, etc.) and to investigate and resolve any user reported Remote Access issues (C-LIVE and VPN)
Serves as a Mobility/Remote Services SME
Handle Ad-Hoc management requests.
Perform all troubleshooting steps and clearly document in our ticketing system
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
Asked to work our Virtual Zone when needed
Ability to “think outside the box” for ideas and solutions
Identify new efficiencies to help automate and/or improve processes to benefit Customer
Adheres to Service Level Agreement defined for the reported issue and priority

Required Qualifications
Candidate must display flexibility and strong skills in dealing with ambiguity
2+ years’ experience in Call Center/Customer Service Technical environment.
Strong customer service skills as outlined in the CSC processes and demonstrated throughout.
Excellent verbal and written communication skills.
High level of initiative, self-motivation, and the ability to work independently, while also being a team player.
Ability to influence and gain compliance from peers and senior management.
String knowledge of Cigna's Mobility environment.
Basic knowledge of Cigna businesses, business applications, products and services.
Actively shares knowledge and offers assistance to teammates.
Identifies and takes initiative to implement improvement opportunities
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 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: 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.

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