Technical Support Representative

Overview 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. Responsibilities As a Technical Support Representative , you will work in a positive cultural environment, providing timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This role requires delivering outstanding customer service in a timely and efficient manner, with a demonstrated commitment to 1st call resolution and overall customer happiness. Work from home option is available. You must have a quiet, private work area with a closed door. You must arrange dependent and child-care as if you were onsite. You must have a secure internet connection with a speed of 150 mbps to work from home. If your internet or power gets interrupted and you are not able to fix the connection problem in a timely manner you will need to come into the call center to finish your shift, arriving no longer than an hour after the interruption. You may also come into the call center to work if you prefer to work onsite. Key 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. The full-time employee will work 5 days a week and must be able to work one weekend shift a week. Required Qualifications 6 months of technical and/or call center experience Experience in a help desk/call center environment providing technical support in a retail environment. Experience using computer hardware and software applications. High School Diploma or GED required or 2 years equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range The Typical Pay Range For This Role Is $17.00 - $34.15 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. Qualifications and benefits are provided in accordance with applicable laws and company policy. #J-18808-Ljbffr