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. As a Technical Support Representative, you will be working in a positive cultural environment, responding 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 candidate must deliver outstanding customer service in a timely, efficient manner, with a shown dedication to 1st call resolution and overall customer happiness. Work from home options are available. You must have a quiet, private work area with a closed door, and arrange dependent and child‑care as if you were onsite. You must have a secure internet connection with a speed of 150 Mbps. 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; you are to arrive no later than an hour after your connection was interrupted. 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. Work five days a week and one weekend shift a week. Qualifications Required: 6 months of technical and/or call center experience. Preferred: 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 hours Time Type Full time Pay Range The typical pay range for this role is $17.00 – $34.15 per hour. 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. Benefits This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Benefits include medical, dental, and vision coverage; paid time off; retirement savings options; wellness programs; and other resources, based on eligibility. EEO Statement Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. #J-18808-Ljbffr CVS Health