Technical Support Lead Analyst at Cigna (Philadelphia, PA)

| Philadelphia, PA
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Help us support our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have troubleshooting or multi-tasking experience? If so, prepare to innovate, create, and inspire. The Technical Support Lead Analyst will be responsible for contributing to the IT Support job family in a support capacity. 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.

Responsibilities
  • Is the first point of contact to assist Customer Service Center (CSC) Agents with escalation and problem resolution through walk-up and chat-based support.
  • Provides just-in-time training to CSC agents and serves as Subject Matter Expert for all CSC technology, software, and new product testing.
  • Represents the CSC as the primary point of contact with FSO and other IT partners for all escalated CSC issues.
  • Maintains a high level of customer focus in all interactions.
  • May be required to take calls as the first point of contact for special support scenarios that include mobility calls, white gloves, and special support services to diagnose technical problems and provide creative solutions and alternatives that meet business needs.
  • Supports the CSC's goals of continual service improvement by identifying people, product, and process areas where the CSC can improve service or eliminate problems.
  • Continually focuses on learning new technologies to support rapidly changing and expanding environments.
  • Establishes and follows through on individual development plans that enhance team and personal effectiveness.
  • Works as proponent/advocate for customer issues and concerns in all interactions with CSC service providers.
  • Presents a positive, customer-focused image and promotes CSC's objectives of being a low-cost, high-quality provider of technology services in all interactions with customers.
  • Any other role and responsibilities as per assignment.


Qualifications
  • High School diploma; Bachelor's degree preferred.
  • A minimum of 1 year experience in the Information Technology field with either in-depth knowledge of one specific area of technology (e.g., Client Server, mainframe, telecommunications, data center operations, etc.) or broad knowledge of multiple technologies and platforms.
  • Technical proficiency in desktop computing.
  • Aptitude for, and interest in, learning new technologies.
  • Understands customers' issues 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 the majority of issues within a specified timeframe.
  • Demonstrates creativity in generating solutions.
  • Proactively translates technology into a business solution that addresses a problem not expressed by the customer and enhances the business result.
  • Can deliver "just-in-time" training over the phone.
  • Actively share 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 adds value to the team's knowledge base.


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 173 open jobs at Cigna, click here.
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