- 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 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.
- Associate degree in technology or an equivalent combination of 1-2 years of Technology/Customer Service work experience.
Aptitude for problem-solving - Excellent client-facing/customer service skills
- Excellent written and verbal communication skills
- Experience to focus and follow-through to resolution of issues
- Experience to diffuse tension and work the issue at hand
- Experience communication and motivational skills.
- Ability to understand customer's issues and demonstrate real concern via customer centricity.
- Experience to greet our colleagues with a smile on your face.
- Experience to multi-task and foster working relationships with the team and lines of business in the Brick-and-Mortar location.
- Experience to use sound judgment, manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.
- Experience to manage conflict and empathize with colleague frustrations.
- 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
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Technical Support Analyst - St. Louis, United States - The Cigna Group
Description
The job profile for this position is Technical Support Analyst, which is a Band 2 Senior Contributor Career Track Role.Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply
Our people make all the difference in our success.
Help us lead our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have problem-solving or technical experience? If so, prepare to innovate, create, and inspire. The Technical Support Analyst demonstrates 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.
Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
Responsibilities:
Qualifications:
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.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.
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.
Technical Support Analyst professionals in St. Louis
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Robert Johnson
Software Developer
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Tushar Vakil
Manager Learning and Organizational Development