As a Technical Support Representative, you will be working in a positive cultural environment, working through timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires a detailed 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 supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This candidate must deliver outstanding customer service in a timely, and efficient manner, with a shown dedication to 1st call resolution and overall customer happiness.
Work from home option is available. You must have a quiet, private work area with a closed door. Dependent and child-care arrangements must be made as if you were onsite. You must have a secure internet connection with a speed of 150 mbps in order to work from home. If your internet or power gets interrupted and you are not able to fix the connection problem in a timely manner you will need to come into the call center to finish your shift, you will be expected to arrive no longer than an hour after your connection is interrupted. You may also come into the call center to work if you prefer to work onsite.
Key Responsibilities:
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