Technical Support Analyst - Evernorth Health Services - Hybrid

The mission of the Technology Operations organization is to provide recovery support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are seeking a Technical Support Analyst to join the Technology Operations Asset Recovery team. You will be responsible for ensuring an outstanding level of customer service and possess advanced problem-solving skills to collect IT assets and peripheral equipment. You will provide accurate, timely, and creative solutions to customer and stakeholder asset return inquiries while adhering to standard technology practices and techniques.

Responsibilities:

• Manage basic ticket workflows including but not limited to:
• Maintaining and tracking inventory of hardware in the appropriate systems.
• Documenting and tracking the status of colleague shipping inquiries and coordinating the appropriate responses.
• Proactively setting expectations with colleagues.
• Following up to ensure colleague compliance in accordance with endpoint policy and procedures.
• Use multiple systems to research asset history.
• Work with shipping vendors regarding return-related issues and tracking.
• Participate in special projects as required.
• Escalating unresolved issues and returns in a timely manner.
• Provide proactive support and innovation, including but not limited to:
• Interacting with other support groups to restore service and /or identify and advise on colleague computing problems preventing asset return.
• Identify process improvement opportunities and support continuous improvement initiatives under the direction of your supervisor.
• Perform other duties and responsibilities as assigned.
• Customer service & leadership
• Delivers exceptional customer service.
• Alert colleagues and team members when a major problem is suspected.

Qualifications:

• Strong knowledge of asset management processes and procedures.
• Strong experience in ITSM platforms such as ServiceNow
• Capability to analyze problems and use sound judgment for determining solutions.
• Train/Mentor new team members.
• Ability to clearly communicate with customers and other IT staff.
• Aptitude for providing strong customer service through interactions and communications, verbally and written.
• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity. 
• Willingness to continue enhancing technical skills through education/seminars and interaction with other IT disciplines.
• Associate degree and/or 3+ years of work experience in the technology, hospitality, retail, or customer-focused field highly regarded. 
• A+ certification or equivalent combination of education, training, and experience.

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 28 - 43 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and p