Technical Customer Support Associate Analyst - The Cigna Group

This is a temporary contract opportunity with The Cigna Group through Magnit, an enterprise third-party vendor for contingent work. 

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. 

• 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.
• 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 2-4 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.

Education:

HS Diploma/GED REQUIRED, but Associate degree in Computer Science or a related discipline PREFERRED and/or at least 1-2 years’ work experience in a Technology field.

Hourly Pay Rate Range (dependent on location, experience, expectation) 

The pay range that Magnit reasonably expects to pay for this position is: $16.00/hour-20.72/hour 

Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)