Technical Support Representative

About the Role

As a Technical Support Representative, you will be working in a positive cultural environment, providing timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic, and Photo. This role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. The main responsibility of this employee is to take live troubleshooting calls daily.

Key Responsibilities

• 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 manage 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.
• Take live troubleshooting calls daily.
• Deliver outstanding customer service in a timely, efficient manner, with a shown dedication to 1st call resolution and overall customer happiness.

Requirements & Tech Stack

• Use of related online knowledge articles for troubleshooting.
• Incidents are supervised in a case tracking system.
• Work from home options are available.
• Must have a quiet, private work area with a closed door.
• Must arrange dependent and child-care, as if you were onsite.
• Must have a secure internet connection with a speed of 150 mbps to work from home.
• If internet or power is interrupted and cannot be fixed in a timely manner, you will need to come into the call center to finish your shift, arriving no longer than an hour after the interruption.
• You may also come into the call center to work if you prefer to work onsite.

Qualifications

• 6 months of technical and/or call center experience
• High School Diploma or GED required or 2 years equivalent 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.