• Take full ownership of customer-reported issues and ensure timely resolution; • Research, diagnose, troubleshoot, and identify effective solutions for hardware and software concerns; • Provide prompt, reliable, and accurate information to customers while adapting communication style to their technical level; • Follow standard procedures for escalation of unresolved issues to appropriate internal teams; • Ensure contact resolution within defined timelines while maintaining high-quality standards in every interaction supporting customer retention efforts; • Escalate service-related issues to the correct department in accordance with company processes; • Maintain strict compliance with customer Data Privacy and Security policies; • Communicate and collaborate positively with team members, customers, and business partners.

• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations • Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations • Coach team members and foster a culture of inclusion and commitment to personal and professional growth • Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals • Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate. • Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases. • Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction • Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution • Assist the cross functional team to integrate new company acquisitions into standard support processes • Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements • Arrange your team to provide timely updates to internal and external documentation, including processes and training resources. • Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates). • Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner.

The job profile for this position is Technical Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Ready to own the automation behind compliant, client‑facing policies and certificates? We’re hiring a Technical Support Senior Analyst to automate and maintain the Document Source Tool (DST) supporting client policies and customer booklets and certificates. You’ll partner with regulatory and product teams to define system requirements—including state and federal compliance and product enhancements—and develop solutions that automate complex manual processes. You’ll work across multiple authoring systems and primarily support a Cigna custom-built platform using Boolean (“if/then/else”) logic trees interfacing with MS Word. You’ll also provide technical and training support to non-Facets Contract Analysts. What you’ll do: - Ensure all content is accurate and compliant with product and regulatory requirements - Review state and federal legislation, product enhancements, and miscellaneous text from the State Filing team and enter updates into the DST system - Automate, code, and test language updates for the non‑Facets DST system, including impact analysis and ePro‑to‑DST variable mapping - Perform user acceptance and system acceptance testing to support scheduled monthly system releases - Contribute to operational and efficiency initiatives, including coding and testing - Support Contract Analysts with technical and training advice related to the DST System What you’ll need to do the job: - High school diploma or GED, required; bachelor’s degree preferred - Solid understanding of health plan products, benefits, funding types and other healthcare industry concepts and terminology, required - Knowledge of contract production using the DST System (Document Source Tool), highly preferred - Technical and navigational proficiency in the Microsoft Office suite (Excel, Outlook, Word) required; PowerPoint and Access preferred - Specific proficiency in MS Word, with emphasis on styles and formatting, preferred - Working knowledge of Basic Logical Coding Concepts, preferred - Excellent attention to detail with strong analytical and problem‑solving skills to support testing, implementation planning, and defect troubleshooting, required - Strong organizational skills for tracking progress across multiple projects, required - Demonstrates excellent communication and interpersonal skills, required - Ability to work effectively in a fast‑paced, complex environment while delivering high‑quality results and meeting project deliverables, required 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 annual salary of 62,100 - 103,500 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, 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), 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, click here. 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.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

• Deliver exceptional support experiences for Assent’s direct customers and their suppliers • Manage critical customer escalations and resolve high-priority technical escalations • Review and interpret application code to effectively diagnose and troubleshoot issues • Partner with Engineering and Product teams to confirm root causes and develop solutions • Act as a technical mentor to junior technical specialists • Provide strategic recommendations to Product Management and Engineering based on analysis of product behavior • Analyze support cases to identify trends and opportunities for product improvement • Collaborate with internal teams to implement advanced AI-driven support workflows • Document complex issues and best practices for knowledge sharing • Mentor Technical Associates and Analysts