Technical Support Representative

About the Role

• Work in a positive cultural environment.
• Provide timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees.
• Solve, diagnose, and resolve problems for stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic, and Photo.
• Report to the Manager of Technical Support.
• Require detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.
• Use related online knowledge articles for troubleshooting.
• Supervise incidents in a case tracking system.
• Take live troubleshooting calls daily.
• Deliver outstanding customer service in a timely, efficient manner.
• Show dedication to 1st call resolution and overall customer happiness.
• Work from home options are available.

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.
• Work 5 days a week and must be able to work one weekend shift a week.

Requirements & Tech Stack

• Quiet, private work area with a closed door.
• Arrange dependent and child-care as if you were onsite.
• Secure internet connection with a speed of 150 mbps for remote work.
• If internet or power is interrupted and cannot be fixed promptly, you will need to come into the call center to finish your shift (arrive no longer than an hour after interruption).
• May choose to come into the call center to work if preferred.

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.