Technical Customer Support

Cigna is Hiring a Technical Customer Support Analyst in Nairobi, Kenya

About Technical Customer Support Analyst Role

The Cigna Group, a global healthcare leader with 74,000 employees worldwide, is seeking a skilled Technical Customer Support Analyst to join their growing team in Nairobi. This position offers a unique hybrid working arrangement, with 66% office time and 34% remote work flexibility.

Jobs at Cigna Group Company Overview

The Cigna Group is dedicated to transforming healthcare services, making them more accessible and affordable for millions globally. Currently undergoing an exciting expansion phase, their International division is implementing a comprehensive digital strategy across international markets to enhance service delivery and customer experience.

Position Details

The Technical Customer Support Analyst will be an integral part of the Technology, Engineering, and Operations group, reporting directly to the Service Desk Team Leader. This role combines technical expertise with customer service excellence to provide operational support and account administration.

Core Responsibilities

• – Deliver comprehensive technical support for both onsite and remote users
• – Handle installation, configuration, and support of end-user devices (IMAC)
• – Oversee IT Service Desk incidents and service requests through the call management system
• – Manage user system access across various applications
• – Develop and implement service quality improvements
• – Ensure incident management adheres to established SLA targets
• – Cover weekend shifts (Saturday 8 AM – 1 PM from home every 3 weeks)
• – Work evening shifts (4 PM – midnight) every 7 weeks, Monday through Friday from home

Required Qualifications

Technical Skills

• – Minimum 2 years of IT support experience
• – Proven incident management expertise
• – Proficiency with call management systems
• – Advanced knowledge of Microsoft Office suite
• – Experience with Windows 10 support and hardware
• – Strong background in Active Directory, Citrix Support, and SCCM
• – Expertise in Exchange account maintenance
• – Solid understanding of networking and patching

Additional Certifications (Preferred)

• – ITIL Foundation certification
• – Microsoft certifications
• – ServiceNow experience
• – Avaya Telephony knowledge

What Makes an Ideal Candidate

The successful candidate will demonstrate:

• – Exceptional communication skills (verbal and written)
• – Positive can-do attitude
• – Strong commitment to customer support excellence
• – Problem-solving abilities
• – Team collaboration skills

Growth Opportunities

By joining Cigna’s innovative Technology division, you’ll benefit from:

• – Continuous investment in professional development
• – Access to cutting-edge technology and systems
• – Opportunities for internal mobility
• – Comprehensive training programs

About The Cigna Group

As a division of The Cigna Group, Cigna Healthcare advocates for better health throughout every life stage. They empower customers with insights and information needed to make optimal health choices, driving growth while improving lives globally.

Position Details

• – Location: Nairobi, Nairobi Municipality, Kenya
• – Job ID: 25000549
• – Employment Type: Full-time