IT Customer Service Analyst

CVS Health•Cumberland, RI

30d•$21 - $45•Remote

About The Position

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position SummaryAs a CVS Health IT Customer Service Analyst, you will provide remote Level 2 technical support to CVS Health Colleagues and Clients. Technical support will include analyzing, diagnosing, and implementing fixes remotely which aids in the quick and effective resolution of escalated issues. As a Level 2 Agent, you will be responsible for handling high priority, high visibility business critical outages and escalations. Level 2 agents will be expected to provide guidance and aid in the development and progression of Level 1 Helpdesk agents. This position will require close collaboration with Leadership, Support teams, Colleagues, and Level 1 Helpdesk agents. Additional responsibilities include:• Ability to prioritize and quickly resolve technical issues. • Consistently adheres to defined help desk processes and procedures. • Highly analytical thinking & problem-solving skills. • Maintains an advanced level of knowledge for supported products and support policies • Responsible for deploying software using automated tools • Effective, supportive, and responsive team player that can collaborate to resolve complex issues. • Excellent customer service ethic with ability to communicate with and train non-technical audiences on software and systems use • Ability to adapt quickly to new technologies and changing business requirements.• Proven ability to quickly learn new applications, processes, and procedures • Independent judgment and initiative • Comfortable under high-stress and exhibits the poise to focus in a fast-paced environment. • Regular and reliable attendance. • Excellent oral and written communication skills.• Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company.

Requirements

3+ years of experience with customer support and internal business operations
Verifiable High School diploma or GED or equivalent experience required.

Nice To Haves

3 or more years of management and or supervisory experience coaching, training and developing of staff
Excellent verbal and written communication skills
Ability to be a self-starter and perform tasks within tight time constraints
Excellent customer support skills
Bachelor's degree preferred but not required.

Responsibilities

Ability to prioritize and quickly resolve technical issues.
Consistently adheres to defined help desk processes and procedures.
Highly analytical thinking & problem-solving skills.
Maintains an advanced level of knowledge for supported products and support policies
Responsible for deploying software using automated tools
Effective, supportive, and responsive team player that can collaborate to resolve complex issues.
Excellent customer service ethic with ability to communicate with and train non-technical audiences on software and systems use
Ability to adapt quickly to new technologies and changing business requirements.
Proven ability to quickly learn new applications, processes, and procedures
Independent judgment and initiative
Comfortable under high-stress and exhibits the poise to focus in a fast-paced environment.
Regular and reliable attendance.
Excellent oral and written communication skills.
Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company.

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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