Technical Support Representative

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, 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 ,   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.   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.

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   manages   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.

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.   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.    Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a