This position is a temporary assignment. As a contractor, you’ll be employed by Magnit, not The Cigna Group or any subsidiaries of The Cigna Group.

 

This position will represent the Global Experience and Identify organization under Technology Experience Services (TXS).  TXS is made up of Specialized Technology Services (STS), Technology Solutions & Support, Executive Support Services, Colleague Technology Experience, Technology Enablement Leader and Customer Support Center.

The Technology Solution Zone Store Technical Customer Support Analyst is the colleague experience coordinator, dedicated to ensuring consistent and exceptional experience for colleagues in the Brick & Mortar stores. This role involves partnering with the Colleague Experience Owner in guiding Zone Leads to ensure consistent experience at all locations. They will be actively engaged in all new technology rollouts, processes, procedures, and ensuring the entire program team is well-trained while addressing any questions or concerns from Zone Leads.  This candidate should be detail oriented, passionate about delivering exceptional colleague experience, and interested in creating new services and expanding their expertise across the colleague support world.   

• Assist in providing exceptional colleague support for all technology products, services, and support.
• Collaborate with Colleague Experience Owner to ensure optimal colleague service and assist in training staff on processes, expectations, and colleague satisfaction.
• Ensure processes and procedures are accurate, up-to-date, and well-documented.
• Encourage Zone Leads to adhere to all processes and procedures.
• Identify any issues in processes or procedures and raise them to leadership with suggestions for improvement.
• Gather questions from technicians and colleagues and determine options for improvement opportunities.
• Support the Colleague Experience Owner in creating forecasts for technology peripherals needed each month, based on usage and past delivery.
• Assist Site Leads in stocking and ordering in Ariba monthly.
• Review Zone survey and HappyOrNot data results, analyze scores, and open feedback comments to improve colleague service experience and team training.
• Review potential enhancements or issues with Zone tools (Apex environment, admin portal, registration tool, and website).
• Assist in the design and coordination of all Zone marketing materials (infographics, handouts, introductions) for the workforce.
• Ensure communications and monthly surveys are delivered on schedule and raise any issues to leadership if off track.
• Assist with digital signage displays at all locations and campaigns associated with the messages being delivered.
• Support the implementation of program deliverables while ensuring the scope, schedule, risk, and quality meet specific success criteria.
• Ensure emails addressed to the TSZ program mailbox are answered within 24 hours, ensuring all colleagues are heard.
• Partner with other technology teams to develop processes needed for content or material for colleagues.
• Identify potential issues, document them, and raise possible solutions to leadership.
• Work with Site Leads on reporting and metrics to ensure optimal colleague service, expectations, and colleague satisfaction.
• Participate in weekly JIRA calls, update JIRA stories as appropriate, and raise new work in JIRA.
• Present a positive, smiling, colleague-focused image.
• Understand that colleague satisfaction is key to the overall success of the Specialized Technology Services.
• Associate degree in technology or an equivalent combination of 1-2 years of Technology/Customer Service work experience. 
• Excellent oral, written and communication skills.  Strong analytical skills.
• Understands colleagues’ issues and demonstrates empathy for the situation.  Customer centricity is a must to lead by example! 
• Defines program problems quickly and demonstrates creativity in generating solutions.
• Proactively translates technology into a business solution which addresses a problem not expressed by the colleague and enhances the business result.
• Ability to multi-task while handling all LOBs with no supervision. 
• Able to foster working relationships with the team and business departments.
• Proficient at working in a fast-paced, complex, dynamic, business environment.
• Expert skill level using Microsoft Office Suite (Word, Excel, Project, Visio) with ability to utilize moderately complex formulas, pivot tables, charts, etc. 
• Ability to use sound judgment, manage time and workload effectively, which includes planning, organizing, and prioritizing with attention to details.

Hourly Pay Rate Range (dependent on location, experience, expectation) 

The pay range that Magnit reasonably expects to pay for this position is: $20.00/hour-$23.00/hour 

Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met)

Tundra Technical Solutions (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations. 

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.