Technical Support Representative

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

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. You will diagnose and resolve problems for stores on hardware, pharmacy, point‑of‑sale systems, Minute Clinic, and photo. Reporting to the Manager of Technical Support, this role requires 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 is to take live troubleshooting calls daily, delivering outstanding customer service in a timely, efficient manner with a focus on first‑call resolution and overall customer happiness.

• 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.

Work from home option is available. You must have a quiet, private work area with a closed door, secure internet connection of 150 Mbps, and arrangements for dependent and child‑care as if onsite. If internet or power interruption occurs and is not resolved promptly, you must come to the call center to finish the shift, arriving no later than one hour after interruption.

Onsite work is also available for those who prefer it.

• 6 months of technical and/or call center experience.

• Experience in a help desk/call center environment providing technical support in a retail environment.
• Experience using computer hardware and software applications.

• High School Diploma or GED required or 2 years equivalent experience.

40 hours.

Full time.

The typical pay range for this role is $17.00 – $34.15 per hour. This range represents the base hourly rate for all positions in the job grade within which this position falls. The actual base salary offer will depend on experience, education, geography and other factors. This position is eligible for a bonus, commission or short‑term incentive program in addition to the base pay range.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.