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Customer Support Specialist, Verity Solutions, Kirkland, Washington

Created01/15/2022
Reference22000330
CategorySales & Business Development
Job typeFull Time
CountryUnited States
StateWashington
CityKirkland
Zip98033
SalaryCompetitive
Verity Solutions is an award-winning leader in software and services developed for administration of the federal 340B drug pricing program. Our mission is to simplify the complex process of maintaining 340B program compliance resulting in critical 340B cost savings for our customers. We value fresh thinking, drive, transparency, and are dedicated to providing agile and proactive solutions to those who serve the most vulnerable in our communities. At Verity Solutions, we foster a collaborative, casual, and technology driven environment and want to evolve and grow with diverse people who are inspired by progress and delighted by partnering with others.

Job Objective:

Responsible for ensuring an outstanding customer experience on all product platforms, engaging with email, phone, or community portal interactions to drive proactive customer experiences..

Duties and Responsibilities:
  • Lead the quarterly business review process for assigned accounts and ensure timely follow up and resolution to action items that drive program performance.
  • Ensure all service cases are documented per standard operating procedures, using Salesforce case management tools.
  • Serve as customers primary point-of-contact when assigned Account Managers are unavailable.
  • Follow standard operating procedures (SOP), support processes and show expedient and professional response to customer concerns, meeting or beating service level expectations.
  • Oversee assigned service work to full completion as requested by customers.
  • Use sound judgment to determine when to escalate issues and to whom to ensure the highest quality resolution.
  • Communicate with customers in a clear and empathetic manner, ensuring user level translation of technical material specific to Verity's product offering.
  • Analyze, recreate, and resolve customer-reported problems using software and hardware solutions.
  • Ensure service interactions comply within defined service KPls.
  • Follow all SOP workflows and communicate where appropriate process or documentation improvement areas. Own the updating of processes as directed.
  • Participate as a key operations end user in V340B platform testing that supports sprint release functionality.
  • Delegate support incidents/escalations to team members as appropriate.
  • Interface internally with Developers, Business Partners, Project Managers, Management, testers, and others as warranted.
  • Protect confidential information and follow all internal HIPAA standards.
  • Support occasional after-hours/weekend support expectations.
  • Support and promote the Verity values through positive interactions with both internal and external customers on a regular basis.
  • Attend to other initiatives and goals towards Verity continuous growth and prosperity within the 3408 business.

Experience, Skills and Qualifications:
  • BA, BS preferred or applicable experience.
  • 1+ years of moderately technical customer support work.
  • Superior interpersonal skills, demonstrating a passion for being helpful and empathetic while using effective troubleshooting techniques for software-oriented problems.
  • Excellent written and verbal communication skills with customers and internal colleagues under stressful situations with scheduling limitations and conflicts.
  • Proficient with MS Office Suite, especially Word, Excel, Outlook and other common office tools.
  • Basic knowledge of remote access tools (Bomgar, PC Anywhere, VNC, and RDC) a major plus.
  • An affinity to dive into details and study data to solve problems.
  • Ability to analyze technical issues and troubleshoot problems with customer data, configuration and/or Verity database schema.
  • Ability to occasionally address issues during off business hours.
  • Self-directed and result-oriented.
  • Works autonomously but also understands how to use team resources effectively.
  • Supports team members to increase overall effectiveness of the team.
  • Prioritize tasks and accept working in a fast-paced environment and able to work under pressure of deadlines.
  • For positions that are Flex/WFH: This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite


For this position, we anticipate offering an hourly rate of $27 - $40, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

Helping our customers achieve healthier, more secure lives is at the heart of what we do. While you take care of our customers, we'll take care of you through a comprehensive benefits program that helps you be at your best. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and best in class well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and dozens of corporate discounts on essentials you use every day. For more details on our employee benefits programs, please visit the "Life at Cigna" tab on our careersite: www.cigna.com/careers

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
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