Technical Customer Support Senior Analyst at Cigna (Nashville, TN)

| Nashville, TN
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Delivers specific delegated tasks assigned by a supervisor in the IT Support job family. Provides guidance, assistance, coordination and follow-up on client questions, and resolves complex problems or malfunctions of all systems applications, hardware and software. Responds to the more complex problems escalated by the help desk staff pertaining to all application hardware and software products supported by the IT area. Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems. Alerts clients and team members when a major problem is suspected. Performs recovery testing to confirm availability of systems where outages have occurred. Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction. Participates in the analysis of client identified issues or problems which may require changes to department procedures, standards or systems. Evaluates effectiveness of new utilities and tools. Completes day-to-day tasks without immediate supervision, but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.

Understands client's issues and demonstrates real concern. Establishes credibility quickly by following up and taking initiative. Defines problems quickly and resolves majority of issues within specified timeframe. Demonstrates creativity in generating solutions. Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result.
  • Know and understand current system issues.
  • Provide technical support while trouble shooting issues with end users via phone calls and emails.
  • Understand and execute configuration workflows.
  • Know the difference between a bug and a training issue. This includes potential new bugs being identified.
  • Train users correctly regarding functionality of the Provider Portal.
  • Determine security access for users.

Minimum Requirements: High school diploma or equivalent. 2+ years related customer service experience. Basic system troubleshooting, word processing and spreadsheet skills. Proficiency with standard office software and equipment.

Preferred Requirements: Bachelor's degree. Knowledge of managed care, medical management, Medicare Advantage and policies and procedures.

This role is WAH/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

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.
More Information on Cigna
Cigna operates in the Healthtech industry. The company is located in Bloomfield, CT, Phoenix, AZ, Philadelphia, PA and Plano, TX. Cigna was founded in 2022. It has 74000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 193 open jobs at Cigna, click here.
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