Technical Customer Support Senior Analyst - HIH - Evernorth

NTRODUCTION TO EVERNORTH: 

Evernorth Health Services India, established in Hyderabad in 2024, is an innovation hub for Evernorth Health Services, the pharmacy, care and benefits division of The Cigna Group. The innovation hub will support innovation-focused areas, such as generative AI, product development, process improvement, analytics, and software engineering across The Cigna Group and its businesses.  Evernorth Health Services India builds on The Cigna Group’s existing presence in India.

About Evernorth Health Services:

Evernorth Health Services (Evernorth) is the pharmacy, care and benefits solution division of The Cigna Group - a Fortune 16 global health company with 75,000 employees, 186 million customers in more than 30 countries and jurisdictions around the world. Evernorth exists to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence.

About Cigna:

The Cigna Group is a global health company committed to improving the health and vitality of individuals and communities around the world and includes products and services marketed under its Cigna Healthcare and Evernorth Health Services subsidiaries. Cigna Healthcare is the health benefits provider of The Cigna Group, serving customers and clients through its U.S. Employer, U.S. Government, and International Health business. Evernorth Health Services is the pharmacy, care and benefits solution division of The Cigna Group.

Technical Customer Support Senior Analyst - HIH - Evernorth

Position Summary:

We are looking for a Senior Analyst who is experienced in eSignature platforms.  This role acts as the primary contact for internal global customers, handling inquiries, resolving complaints, training, and providing product information via phone, email, or chat. Key responsibilities include maintaining accurate account records, boosting brand loyalty through positive interactions, and troubleshooting issues. This role will require direct communication with internal customers. To be successful, excellent written and oral communication skills are required. 

Job Description & Responsibilities:

• Inquiry Management: Responding to customer inquiries promptly via phone, email, chat.

• Problem Resolution: Troubleshooting product/service issues, managing complaints, and providing solutions. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering ways to grow usage of eSignature.
• Documentation: Updating and maintaining accurate customer records in eSignature systems as well as creating and updating Standard Operating Process documents.
• Product Knowledge: Maintaining up-to-date knowledge of products and services to provide accurate information and training. Recognized internally as a subject matter expert.
• Escalation: Referring complex, unresolved issues to supervisors or higher-level support.

Required Experience/ Qualifications:

• Communication: Strong verbal and written communication skills. Strong interpersonal/relationship management skills.
• Self-Management: Strong time and project management skills.
• Empathy & Patience: Ability to remain calm and professional under pressure.
• Technical Skills: Knowledge of Adobe Sign or DocuSign, Microsoft tools (excel, etc), basic computer skills, and ability to learn new tools.
• Problem-Solving: Strong critical thinking to resolve customer issues efficiently.
• Education/Experience: High school diploma or equivalent, with previous customer service or call center experience preferred.

Experience, Education and Training:

• 3-5 years of experience in Customer Service.

Desired Experience:

• Self-starter with ability to manage time wisely and adapt to ambiguity.
• Ability to absorb and understand new concepts rapidly and efficiently.
• Growth mindset with a desire for continuous learning.

Location & Hours of Work

Afternoon Shift (1:00 PM – 10:00 PM IST / 2:30 AM – 11:30 AM EST / 3:30 AM - 12:30 PM EDT)

Occasional Night Shift (5:30 PM – 2:30 AM IST (Mar-Nov); 6:30 PM – 3:30 AM IST (Nov-Mar) / 8:00 AM – 5:00 PM EST/EDT

Hybrid – 3 days in office

Hyderabad, Telangana, India

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

About Evernorth Health Services