Technical IVR Support Senior Advisor

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.

Cigna is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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