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Job DescriptionThis entry level Technical Support Representative position requires the prompt technical responses to questions from CVS store, pharmacy and Minute Clinic employees regarding troubleshooting, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems and Photo. This Technical Support Representative requires a thorough 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 tracked in a case tracking system. The primary role of this Technical Support Representative is to take live trouble-shooting calls daily 100% of the time. This Technical Support Representative must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.Key Responsibilities: Documents problems, completes problem tickets and requests information in the support tools Maintain knowledge with accurate up-to-date information relating to current policies, procedures and troubleshooting techniques Must effectively manage call workload Provide superior customer support by analyzing, diagnosing and resolving problems and request within service level agreements Required to meet certification requirements and performance standards Collaborates well in a team environment Types 30 words per minute The full time employee will work 5 days a week and able to work one weekend shift a weekRequired Qualifications1-2+ years of prior call center experience, technical or retail experiencePreferred Qualifications-6 months or more experience in a help desk/call center environment providing technical support in a retail environment-Prior experience working in a technical environment
Must demonstrate analytical, problem solving and interpersonal skills.
Must be self-directed with follow up and organizational skills.
Must be able to function well in team environment.
Proficient in using computer hardware and software applications and have a strong ability to multi task.
Demonstrated verbal and listening communication skills.
Type 30 words per minute
EducationHigh school diploma or GEDBusiness OverviewIt’s a new day in health care.Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf and EEO IS THE LAW SUPPLEMENT at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm . We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team at mailto:AdviceCounsel@cvshealth.com . Please note that we only accept applications for employment via this site.If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com . For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.
