Are you a technical expert with a passion for providing exceptional customer service? Do you thrive in a fast-paced environment and have a knack for troubleshooting complex issues? If so, Cigna is looking for you to join our team as a Technical IVR Support Senior Advisor.As a Senior Advisor, you will play a crucial role in ensuring our IVR (Interactive Voice Response) systems are functioning at their best to support our customers' needs. You will be responsible for troubleshooting and resolving technical issues, providing support and guidance to our team of IVR support specialists, and collaborating with other departments to optimize our IVR systems.To excel in this role, you must have a strong technical background, excellent communication skills, and a customer-centric mindset. A Bachelor's degree in Computer Science or a related field, along with at least 5 years of experience in technical support, is required. If you are a motivated individual with a passion for technology and helping others, we want to hear from you!
- Troubleshoot and resolve technical issues with IVR systems in a timely and efficient manner.
- Provide exceptional customer service to internal and external stakeholders.
- Act as a subject matter expert for IVR systems and stay up-to-date with industry trends and advancements.
- Mentor and provide guidance to IVR support specialists to improve their technical skills and knowledge.
- Collaborate with cross-functional teams to optimize IVR systems and improve customer experience.
- Monitor and analyze IVR system performance, identifying areas for improvement and implementing solutions.
- Create and maintain documentation for IVR systems, including troubleshooting guides and standard operating procedures.
- Communicate technical issues and solutions to non-technical stakeholders in a clear and concise manner.
- Conduct regular training sessions for IVR support specialists to ensure they are equipped to handle technical issues.
- Stay updated on company policies and procedures related to IVR systems and ensure compliance.
- Proactively identify potential risks and develop contingency plans to mitigate them.
- Participate in on-call rotation to provide after-hours support for urgent technical issues.
- Continuously evaluate and improve IVR systems to enhance customer experience and drive efficiency.
- Collaborate with vendors and service providers to ensure optimal functioning and maintenance of IVR systems.
- Act as a point of escalation for complex technical issues and provide timely resolutions.
Extensive Knowledge Of Ivr Systems And Technologies: The Technical Ivr Support Senior Advisor Must Possess A Deep Understanding Of Interactive Voice Response Systems And Their Functionality. This Includes Knowledge Of Ivr Languages, Call Routing, And Integration With Other Systems.
Experience In Troubleshooting Complex Technical Issues: The Role Requires The Ability To Identify, Troubleshoot, And Resolve Complex Technical Issues Related To Ivr Systems. Candidates Must Have A Track Record Of Successfully Resolving Technical Problems In A Timely And Efficient Manner.
Strong Communication Skills: As A Senior Advisor, The Individual Will Be Responsible For Communicating With Both Technical And Non-Technical Stakeholders. Excellent Verbal And Written Communication Skills Are Essential For Effectively Conveying Complex Technical Information To A Diverse Audience.
Project Management Experience: The Technical Ivr Support Senior Advisor Will Be Involved In Managing And Implementing Ivr Projects. Candidates Should Have Experience In Project Management, Including Planning, Budgeting, And Coordinating Resources To Ensure Successful Project Delivery.
Customer Service Orientation: The Role Involves Interacting With Internal And External Customers To Provide Technical Support And Resolve Issues. Candidates Must Have A Customer-Centric Mindset And Be Able To Deliver Exceptional Service To Ensure Customer Satisfaction. This Includes Empathy, Active Listening, And Problem-Solving Skills.
Communication Skills
Time Management
Multitasking
customer service
Teamwork
Problem-Solving
Adaptability
Software Proficiency
Technical Troubleshooting
Call Center Experience
Ivr System Knowledge
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Teamwork
collaboration
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Technical IVR Support Senior Advisor is between $70,000 and $100,000 per year. This may vary depending on the location, experience, and company. Some companies may also offer additional benefits such as bonuses, health insurance, and retirement plans.
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Cigna Corp. provides medical, dental, disability, life and accident insurance and related products and services to businesses, governmental and non-governmental organizations and individuals. It operates through following segments: Global Health Care; Global Supplemental Benefits; Group Disability and Life; Other Operations; and Corporate.
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