Technical Customer Support Advisor - eviCore - Remote

Cigna Healthcare•Texas Work at Home, TX

3d•$92,700 - $154,500•Remote

About The Position

The Technical Customer Support Advisor configures, supports, and optimizes a proprietary touchless prior authorization solution that connects multiple technologies and systems. The role investigates complex technical issues involving healthcare data transmission, storage, mapping, and selection, and works to improve platform stability, performance, and client outcomes. It uses SQL and database tools, cloud services, and secure data transmission methods to analyze data and troubleshoot applications. The Advisor partners with Engineering, Quality Assurance, Project Management, Account Management, and client teams to resolve issues and deliver improvements. The role also manages support tickets with Jira and Salesforce, creates technical documentation, and explains complex information in practical terms for nontechnical audiences. The position is remote. For employees working from home, an internet connection through cable broadband or fiber optic service with speeds of at least 10 Mbps download and 5 Mbps upload is required. The anticipated annual salary is $92,700–$154,500, depending on relevant factors including experience and geographic location. The position is also anticipated to be eligible for an annual bonus plan.

Requirements

At least 3 years of experience configuring, supporting, or troubleshooting application software and related systems.
Experience troubleshooting complex systems and working with sensitive or confidential data.
Ability to write SQL queries using PostgreSQL, Microsoft SQL Server, or a comparable database platform.
Experience working within a cloud service environment.
Experience analyzing data storage, system mappings, integrations, or data-use requirements.
Ability to explain technical issues and solutions clearly to technical and nontechnical audiences.
Strong written and verbal communication skills.
Ability to manage competing priorities and solve problems independently in a fast-paced environment.
Curiosity, persistence, and patience when working through complex issues across multiple systems and teams.

Nice To Haves

Experience supporting applications or technology solutions in a healthcare environment.
Experience with interface engines such as Mirth Connect, Orion Rhapsody, or Cloverleaf.
Experience with Microsoft Azure.
Familiarity with Docker and Kubernetes.
Experience with JavaScript or another scripting language.
Experience supporting healthcare data integrations or prior authorization solutions.
Experience using Jira and Salesforce for ticket management and issue resolution.

Responsibilities

Configure, support, and optimize application software and workflows for a touchless prior authorization solution.
Investigate and resolve complex issues involving healthcare data transmission, storage, mapping, and selection.
Identify root causes and recommend sustainable solutions to improve system stability, performance, and client outcomes.
Use SQL queries and database tools to analyze data, validate system behavior, and support issue resolution.
Work in a cloud-based environment to access data, troubleshoot applications, and monitor system performance.
Establish and maintain secure data transmission methods, including VPN and HTTPS connections.
Partner with Engineering, Quality Assurance, Project Management, Account Management, and client teams to resolve issues and deliver improvements.
Use Jira and Salesforce to create, manage, document, and monitor support tickets through resolution.
Contribute to the development and improvement of technologies that support better healthcare experiences.
Create and maintain clear technical documentation for internal teams, clients, and other stakeholders.
Translate complex technical information into clear, practical explanations for nontechnical audiences.
Approach challenging problems with curiosity, patience, sound judgment, and attention to detail.