Job Category: Information Systems
Clinical Licensure Required : N/A
Job Type: Full Time Position Summary:
This position requires the prompt technical responses to questions from CVS store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for store and pharmacy systems and hardware. This position requires a thorough knowledge of all problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for trouble-shooting; incidents are tracked in the Peregrine case tracking system. The primary role of Tier I Technical Support is to take live trouble-shooting calls daily approximately 100% of the time.
This position is also accountable to deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.
- 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
- Schedule Adherence/Utilization
- Average QA Score
- 1st Call Resolution
- Troubleshooting Accuracy
-Top Block Customer Satisfaction Required Qualifications:
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 - Demonstrated customer service skills. - Demonstrated verbal and listening communication skills. - Ability to work in flexible schedule environment to support the hours of operation (24/7/365). - Type 30 wpm - All other task as assigned Candidate must have a flexible work schedule and able to work one weekend shift a week Preferred Qualifications:
6 months experience in a help desk/call center environment providing technical support in a retail environment preferred. Education:
Verifiable High School diploma or GED is required. Business Overview:
CVS Caremark, 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.
Millions of times a day, close to home and across the country, we’re helping people on their path to better health.