24 days old

Technical Customer Support Associate Analyst

Philadelphia, PA 19107
  • Job Code
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 collaboration or problem-solving experience? If so, prepare to innovate, create, and inspire. The Technical Customer Support Associate Analyst role 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. Work is subject to frequent review by more experienced professionals in IT Customer Support.


  • Is the first point of contact to assist service desk agents with escalation and problem resolution through chat-based support.
  • Provides just-in-time training to agents and serves as Subject Matter Expert for all service desk technology, software, and new product testing.
  • Represents the service desks as the primary point of contact with DSS and other IT partners for all escalated issues.
  • Maintains a high level of colleague 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 service desks' goals of continual service improvement by identifying people, product, and process areas where the service desks can improve service or eliminate problems.
  • Continually focuses on learning new technologies to support a rapidly changing and expanding environment.
  • Establishes and follows through on individual development plans that enhance team and personal effectiveness.
  • Works as proponent/advocate for colleague issues and concerns in all interactions with service desk service providers.
  • Presents a positive, colleague-focused image and promotes service desk objectives of being a low-cost, high-quality provider of technology services in all interactions with colleagues.
  • Any other role and responsibilities as per assignment.
  • Works to understand cross-Cigna dependencies, and provide influence in architecture decisions to ensure the direction is in alignment with the business strategy and IT roadmaps.
  • Strong communication skills geared towards effective communication of concepts, design rationale, and findings to the organization.
  • Evaluate and provide input on the selection of any key technologies within the contact center environment.


  • High School diploma; Bachelor's Degree and 1-2 years of experience.
  • 2 years of experience in the Information Technology field with either an in-depth knowledge of one specific area of technology (e.g., Client Server, mainframe, telecommunications, data center operations, etc.) or a broad knowledge of multiple technologies and platforms.
  • Technical proficiency in desktop computing.
  • Aptitude for, and interest in, learning new technologies.
  • Understands colleague's 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 colleague's underlying issue(s).
  • 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 helps team members.
  • Identifies and takes initiative to implement improvement opportunities.
  • Possesses an insatiable appetite for learning, and continuously pursues new learning that adds value to the team's knowledge base.
  • This position will be working remotely and onsite.

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.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

Cigna 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.

Posted: 2023-01-10 Expires: 2023-02-08
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Technical Customer Support Associate Analyst

Philadelphia, PA 19107

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