Technical Support Representative

Position Summary

As a Technical Support Representative, you will be working in a positive cultural environment, responding to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding Hardware, Pharmacy, Point of Sale systems, Minute Clinic, and Photo. You will take live troubleshooting calls daily and deliver outstanding customer service with a focus on 1st‑call resolution and overall customer happiness.

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. Incidents are supervised in a case‑tracking system and related online knowledge articles are used for troubleshooting.

Work from home option is available. You must have a quiet, private work area with a closed door, arrange dependent and child‑care as if you were onsite, and maintain a secure internet connection with a speed of 150

Mbps. If your internet or power is interrupted and you cannot fix the issue promptly, you will need to come into the call center to finish your shift and must arrive no later than an hour after the interruption. You may also work onsite if you prefer.

• 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.

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

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

High School Diploma or GED required or two years of equivalent experience.

40 hours per week. The full‑time employee will work five days a week and must be able to work one weekend shift per week.

The typical pay range for this role is $17.00 – $34.15. This represents the base hourly rate or base annual full‑time salary for all positions in the relevant job grade. Actual base salary will depend on experience, education, geography, and other factors. This position is eligible for a CVS Health bonus, commission, or short‑term incentive program in addition to the base pay range.

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources.

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