Production Support Senior Supervisor providing technical support for Cigna Healthcare’s Policy Administration System. Supervising day - to - day production activities and incident response in a healthcare setting.
About the role
- Technical Support Agent addressing client inquiries and providing troubleshooting support. Working in a hybrid role, contributing to team knowledge and improving customer support experience.
Responsibilities
- Address client inquiries and technical issues via phone, email, and chat, skype ensuring quick and professional responses
- Guide customers through troubleshooting steps to resolve technical problems
- Follow up with clients to confirm issue resolution and gather feedback on the support experience
- Diagnose and resolve software, system, or network-related issues
- Escalate recurring or complex issues to higher-level support or relevant teams
- Perform detailed logging of incidents and resolutions in ticketing systems, managing multiple cases simultaneously
- Partner with team members to address complex issues and share insights during team meetings
- Create, update, and maintain knowledge base articles, FAQs, and technical guides to support both clients and the internal team
- Stay informed about the latest industry trends, tools, and technologies to ensure top-tier support delivery
- Provide feedback on recurring issues to help identify areas for product and process improvement
- Suggest and implement ideas to enhance the customer support experience
Requirements
- Minimum of 2 years in a tech support role, ideally within a tech or SaaS environment
- Familiarity with REST APIs and troubleshooting API calls
- Experience with log review and metrics analysis using tools like Kibana
- Basic software and technical concepts (engineering degree not required)
- Fluency in English and Spanish is required; Portuguese is a plus
- Proficiency in using ticketing systems (e.g., Jira) or similar platforms
- Strong verbal and written communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences
- Advanced problem-solving skills, with a demonstrated ability to manage and prioritize tasks effectively
Benefits
- Medical insurance
- Gym with personal trainer
- Sauna and hyperbaric chamber
- Fresh fruit every day
- Tax-advantageous wage benefit: Meal card, transport package and other measures such as childcare allowance
- Discount on Veg it (vegan meals) to order your lunch at the office
- Flexible start and finish times
- Reduced working hours in August
- 23 holidays plus 3 extra days at disposal
- Hybrid Work Model
- English classes
- Parking benefit for those who live outside of Barcelona
- Team building events, parties and workshops
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Production Support Senior Analyst at Cigna providing support for Policy Administration System on IBM i platform. Troubleshooting system issues and collaborating with global teams for operational efficiency.
Customer Support Engineer supporting the SWIFT tool at KLA, ensuring customer satisfaction and maintaining operational quality of capital equipment at customer sites in Japan.
Customer Support Engineer for KLA engaging in customer service and technical support. Handling troubleshooting and repairs of complex capital equipment within cleanroom environments.
Airport Systems Support Technician maintaining common - use equipment at Cincinnati/Northern Kentucky International Airport. Ensuring exceptional customer service and operating in a fast - paced environment.
Principal Product Support Engineer serving as the primary technical liaison for federal customer teams. Focused on hands - on infrastructure support and troubleshooting across technology layers.
Deliver tailored post - sales software services to local accounts while maintaining high satisfaction through issue resolution and proactive monitoring
Principal Product Support Engineer ensuring technical support between federal customer teams and HPE engineering. Managing escalations and resolving issues across diverse infrastructure environments.
Senior IT Support Analyst at Bradesco supporting critical Windows Server and Active Directory environments. Responsibilities include incident management and collaborating with engineering teams.
Technical Supporter for a filling line at Novo Nordisk, ensuring compliance and operational readiness for aseptic filling. Engaging in validation and continuous process improvement for life - saving medicines.