Technology Solution Zone Technician

Global Infrastructure & Operations, Specialized Technology Services

Role Summary/Key Objectives:

This position, you will represent the Global Experience and Identify organization under Technology Experience Services (TXS). TXS is made up of Specialized Technology Services (STS), Global Deskside Services, Executive Support Services, Colleague Technology Experience, Technology Enablement Leader and Customer Support Center. The Technology Solution Zone is under STS, where we support all colleagues of locations where we have a brick & mortar stores. We work closely with all teams.

The Technology Solution Zone Technical Support Analyst role will be a technical representative in the store and will work directly with our colleagues. They will work closely with the other technicians and lead technician on a daily basis. This role will work directly for the Operations Manager and will work with the Store Lead and Greeter on-site.

Job description/Responsibilities:

• Provide excellent colleague support for all technology products and services. Resolve issues within a specified timeframe per our defined processes or refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process to ensure resolution is achieved.
• Troubleshooting colleague hardware issues including Windows. MAC, and cellular devices
• Work with technical staff and provide input and solutions.
• Meet and greet Cigna colleagues to answer questions and resolve problems related to all LOB's to Cigna products and services.
• Works with customer to answer basic training and how-to questions.
• Follows up on all open tickets/issues within specified timeframe.
• Responsible for inventory of technology products and prizes. Will create a forecast of how many Technology peripherals will be needed each month, based on usage and past delivery. Ensure items are ordered in Ariba, delivered and ready for colleague purchases.
• Identify opportunities for process improvement and problem elimination. Continually focus on learning new technologies to support rapidly changing and expanding environment.

• Must be able to provide high level summaries to store lead when required during an incident situation and/or project updates. Ability to interpret a colleagues ask. Establishes credibility quickly by following up and taking initiative.

• Present a positive, smiling, colleague-focused image. Understands Colleague Satisfaction is key to the overall success of the Technology Solution Zone!

Qualifications:

• Associate degree in Computer Science or a related discipline and/or at least 3-5 years' work experience in a Technology field.
• Broad knowledge of multiple technologies and platforms.
• Excellent oral and written skills.
• Requires sufficient knowledge of Technology operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.
• Good analytical and communication skills, sound judgment, and the ability to work effectively with colleague and other technical staff.
• Understands colleague's issues and demonstrates empathy for the situation. Customer centricity is a must!
• Ability to demonstrate creativity in generating solutions. Proactively translates technology into a business solution which addresses a problem expressed by the colleague and provides a resolution for our colleagues.
• Ability to multi-task while handling all LOBs with minimal supervision.

Critical Competencies:

• Customer Focus
• Conflict Management
• Motivating Others
• Problem Solving
• Team Player

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.

Cigna 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.