Senior Help Desk Support Specialist

CVS Health•Work At Home-North Carolina, NC

2d•$19 - $32•Remote

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary We are recruiting individuals to assist our members who have questions tied to our mobile application and website. Members may contact us via telephone or directly from the application. In addition to basic registration and navigation questions, many of our members have incentives available to them as part of their employer benefits and they may have questions concerning completion of the incentives. Many of the member issues are resolve during the initial call with a smaller percentage requiring escalation to another department for resolution. Your role would require end to end support and keeping the member informed of progress and the resulting resolution. All tickets and their related documentation are tracked in Service Now. The call center is open from 8:00 am to 9:00 pm ET. We are looking to schedule within the highest hours of concentration of 9:00 am and 7:00 pm ET. This is a work from home position. Training will take three weeks and we expect 100% attendance during the training time. Training will be from 8:00 am to 4:30 pm ET. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. All equipment will be provided and must be returned upon separation from the company. Only company issued equipment is approved for use.

Requirements

Personal High Speed Broadband internet connection required (100/25 mbps).
Must be able to work with a direct connection using an ethernet cord (Wi-Fi is not permitted).
A location within your home free from distraction during your scheduled hours.
Minimum of 1 year in a virtual customer service or call center environment.
1 year experience working in a virtual call center.
Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day).
Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.
Excellent communication skills both verbal and written.
Typing speed of 45 WPM with 95% accuracy.
Proficiency in Microsoft 360 basic applications (Outlook, Teams, One Drive, Excel).
Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills).
Basic alpha number data entry skills with attention to accuracy and quality.
Ability to work with people in a team environment while meeting individual performance goals.
Must be able to read and interpret policies, procedures, and instructions.
Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities.
Ability to multi-task in a high call/ticket volume and fast-paced environment.

Nice To Haves

IT help desk support is a plus.
2 years experience in a help desk-environment.
Experience supporting complex and nuanced work.
Ability to discern key points to assist with problem resolution.
Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.
Ability to follow direction, multi-task and adapt to change.
Ability to learn in an on-line/telework environment.