IT Customer Support Technician

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Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary :

***This is a hybrid position based in Woonsocket, RI or Scottsdale, AZ***

***Working hours: 2nd shift (2 PM-10:30 PM) or 3rd shift (10 PM-6:30 AM) Monday-Friday***

CVS Health is looking for a new IT Customer Service Support to join the IT Service Center. The IT Service Center Level 1 Technician provides IT assistance, primarily over the phone, serving as the front line of support for an array of business applications. The Level 1 technician is also the first point of escalation for all IT related inquiries supporting employees, contractors, and clients of CVS Health. By partnering with end-users and IT teams, the technician assists in ensuring all incidents are analyzed and resolved within the agreed time frames. Team collaboration is paramount in order to ensure high quality solutions are delivered on a consistent basis. This individual is expected to operate within the IT Service Center Policies and Procedures while delivering an excellent customer service experience. The IT Customer Support Technician expectations:

• Reliable and punctual attendance.
• 30+ WPM typing speed.
• Working within a fast-paced call center environment where the bulk of time is spent fielding inbound calls.
• Ability to diagnose and quickly resolve or escalate technical issues.
• Consistently adheres to defined Service Desk processes and procedures, and established call-center metrics.
• Excellent customer service & problem-solving skills with ability to communicate with and assist non-technical audiences with software and systems.
• Maintains an up-to-date understanding of the CVS knowledge base for supported products and departmental procedures.
• Responsible for deploying software using automated tools in break/fix scenarios.
• Effective, supportive, and responsive team player that can collaborate to resolve complex issues.
• Ability to adapt quickly to new technologies and changing business requirements with Proven ability to quickly learn new applications, processes, and procedures.
• Ability to reach intelligent conclusions and show initiative when addressing customer issues.
• Comfortable in a fast-paced environment and capable of navigating situations of high-stress when they arise.
• Excellent oral and written communication skills.
• Perform all responsibilities of this position while continually presenting a positive and professional decorum for the rest of the team and the company.

Required Qualifications : 1+ years of recent technical support experience, desktop support experience, call center phone support experience, or in-person customer service.

Education : High School diploma or GED

Pay Range

The typical pay range for this role is:

$17.00 - $29.88

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through View email address on us.edajobs.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.