CVS Health Technical Support Representative in Smithfield, Rhode Island
This entry level Technical Support Representative position requires the prompt technical responses to questions from CVS store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for the stores on Pharmacy, Point of Sale systems and Hardware. 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 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
Average QA Score
1st Call Resolution
-Top Block Customer Satisfaction
This full time Technical Support Representative will work five days a week which includes a weekend shift.
- Prior call center experience OR 1-2 years of retail experience
Ability to work in flexible schedule environment to support the hours of operation (24/7/365)
6 months experience in a help desk/call center environment providing technical support in a retail environment preferred
Prior experience working in a technical environment
Verifiable High School Diploma or GED
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, 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
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel at mailto:Advice&Counsel@cvshealth.com
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/