At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

REQUIRED QUALIFICATIONS

• 6 months of technical and/or call center experience

PREFERRED QUALIFICATIONS

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

EDUCATION

• High School Diploma or GED required or 2 years equivalent experience.

AS A TECHNICAL SUPPORT REPRESENTATIVE, YOU WILL BE WORKING IN A POSITIVE CULTURAL ENVIRONMENT, WORKING THROUGH 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 A 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, AND EFFICIENT MANNER, WITH A SHOWN DEDICATION 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, you are to arrive no longer 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.
• The full-time employee will work 5 days a week and must be able to work one weekend shift a week.