Technical Support Representative

CVS Health•Island, KY

1d•Hybrid

About The Position

As a Technical Support Representative at CVS Health, you will work in a positive cultural environment, providing timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees. Your role involves solving, diagnosing, and resolving problems related to Hardware, Pharmacy, Point of Sale systems, Minute Clinic, and Photo. You will report to the Manager of Technical Support and need detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Troubleshooting will involve using online knowledge articles, and incidents will be supervised in a case tracking system. A main responsibility is taking live troubleshooting calls daily, delivering outstanding customer service with a dedication to 1st call resolution and overall customer satisfaction. A work-from-home option is available, requiring a quiet, private work area with a closed door, arranged dependent/child-care, and a secure internet connection with a speed of 150 mbps. If internet or power is interrupted, you must be able to come into the call center within an hour to finish your shift, or you may choose to work onsite if preferred.

Requirements

6 months of technical and/or call center experience
High School Diploma or GED required or 2 years equivalent experience.

Nice To Haves

Experience in a help desk/call center environment providing technical support in a retail environment.
Experience using computer hardware and software applications.

Responsibilities

Document problems, complete problem tickets, and request information in the support tools.
Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques.
Effectively manage call workload.
Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements.
Collaborate well in a team environment.