CVS Health

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Technical Support Representative- Remote, NC

at CVS Health

Posted: 5/19/2020
Job Reference #: 1214763BR

Job Description

Job Description
We are actively searching for full-time 40-hour Technical Support Representatives that are interested in Working From Home and must live within a 75 mile radius of Elizabeth City, North Carolina.

This 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
* The full time employee will work 5 days a week and able to work one weekend shift a week.

The training schedule will be for 15 days Monday-Friday and go from 8 am to 4:30 pm. You must be willing to drive to the training facility in Elizabeth City, North Carolina.

Our hours of operation in our Call Center are 24/7/365. We are seeking people that are willing to be flexible. The schedules below all have a 2-hour start window and all will include a Sunday work schedule.
1st shift - 8 am to 10 am
1st shift - 9 am to 11 am
2nd shift - 1 pm to 3 pm - this shift includes a 8% shift differential

Required Qualifications
1-2+ years of prior call center, or technical or retail experience

Preferred 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

Education
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.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country’s health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at https://cvshealth.com/covid-19
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. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

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, contact the Modern Hire Help Desk at 1-877-451-1695 or cvs_support@modernhire.com.

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!