Technical Customer Support Analyst - HIH - Evernorth

Technical Customer Support Analyst - HIH - Evernorth

ABOUT EVERNORTH: 

Evernorth℠ exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable, and simple health care,
we solve the problems others don’t, won’t or can’t. 

Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.

We are always looking upward. And that starts with finding the right talent to help us get there.

We are looking for an Analyst who is experienced in customer service.  This role acts as a primary contact for internal global customers, handling inquiries, resolving complaints, communicating 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: Triaging product/service issues and handling access, basic issues while referring complex issues to higher level support. Exercises considerable creativity, foresight, and judgment in conceiving and planning 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: Learning and maintaining up-to-date knowledge of products and services to provide accurate information and escalation if needed.
• 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 Microsoft tools (excel, etc), basic computer skills, and ability to learn new tools.
• Problem-Solving: Basic 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:

• 1-3 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 (2:30 PM – 11:30 PM IST / 2:30 AM – 11:30 AM EST / 3:30 AM - 12:30 PM 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