Technical Support Senior Representative - Remote

Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.
Position Responsibilities:
Works with Cigna customers via the telephone to answer questions and resolve any technical issues.
Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
Maintains a high level of customer focus in all interactions.
Attempts to resolve issues at first level within specified timeframe.
Diagnoses customers’ technical issues and provides creative solutions and alternatives that meet business needs.
Provides “just-in-time” training to the customer over the phone as needed.
Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.
Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.
Identifies opportunities for process improvement and problem elimination.
Continually focuses on learning new technologies to support rapidly changing and expanding environment.
Establishes and follows through on individual development plans that enhance team and personal effectiveness.
Qualifications:
Must be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.
High School diploma or equivalent.
1+ years customer service experience, preferably in a call center environment.
Knowledge of MS Office Suite
Knowledge of Windows Operating System
Aptitude for, and interest in, learning new technologies.
Understands customers’ issue 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 majority of issues within specified timeframe.
Can deliver “just-in-time” training over the phone.
Actively shares 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 add value to the team’s knowledge base.
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.
For this position, we anticipate offering an hourly rate of 22 - 32 USD / hourly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: [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.
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.