CVS Health

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Technical Support Representative

at CVS Health

Posted: 2/28/2019
Job Reference #: 949931BR

Job Description

Job Title :
Technical Support Representative
Job ID :
949931BR
Location :
RI - Smithfield
Street Address :
935 Douglas Pike
Category :
Information Systems
Description :
Job Description
As a Technical Support Representative, you will support the successful operations of nearly 10,000 stores, pharmacies and clinics. You are the first point of contact for all store IT, including any application or hardware support questions and issues. You will analyze and diagnose issues and offer a prompt response and resolution within the required Service Levels. Because this is a business critical role, you must deliver outstanding customer service in a timely and efficient manner and have the ability to work a flexible schedule to support the hours of operation (24/7/365).
Key Responsibilities for the Technical Support Representative:
- Documents problems, completes problem tickets and requests information in the support tools
- Maintains 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 including:
- Calls handled per shift
- Schedule Adherence/Utilization
- Average QA Score
- 1st Call Resolution
- Troubleshooting Accuracy
-Top Block Customer Satisfaction

This full time Technical Support Representative will work five days a week which includes a weekend shift.

Required Qualifications
- 1+ years of call center experience OR 1+ years of retail/customer service experience
- Ability to work one weekend shift a week

Preferred Qualifications
- Prior experience in a help desk/call center environment providing technical support
- Prior experience working in a technical environment
- Prior experience using computer hardware and software applications

Education
Verifiable High School Diploma or GED

Business Overview
It’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 and EEO IS THE LAW SUPPLEMENT. 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. 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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!