Technical Support Representative at CVS Health

📍 Job Overview

Job Title: Technical Support Representative
Company: CVS Health
Location: Work At Home-Rhode Island
Job Type: Full-Time
Category: Customer Support
Date Posted: June 12, 2025
Experience Level: Entry Level (0-2 years)
Remote Status: Remote OK

🚀 Role Summary

Provide technical support to CVS store employees, pharmacy, and Minute Clinic employees regarding hardware, pharmacy, point of sale systems, Minute Clinic, and Photo.
Work in a positive cultural environment, focusing on timely technical responses and outstanding customer service.
Collaborate with the team to ensure timely resolution of reported issues and maintain accurate up-to-date information.

📝 Enhancement Note: This role requires strong problem-solving skills, patience, and the ability to work well under pressure. Familiarity with retail environments and computer hardware/software applications is preferred.

💻 Primary Responsibilities

Document problems, complete problem tickets, and request information in the support tools.
- Maintain accurate and up-to-date records of reported issues.
- Utilize case tracking systems to manage and monitor open incidents.
Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques.
- Stay informed about CVS Health's policies, procedures, and troubleshooting techniques.
- Continuously learn and adapt to new technologies and systems.
Effectively manage call workload.
- Prioritize and manage incoming calls and support tickets efficiently.
- Balance workload to ensure timely resolution of reported issues.
Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements.
- Deliver exceptional customer service by addressing customer concerns professionally and promptly.
- Diagnose and resolve technical issues accurately and efficiently.
Collaborate well in a team environment.
- Work closely with the team to ensure timely resolution of reported issues.
- Share knowledge and best practices with team members to improve overall performance.
Work 5 days a week, including one weekend shift per week.
- Maintain a flexible schedule to accommodate customer needs and business demands.

🎓 Skills & Qualifications

Education: High School Diploma or GED required, or 2 years of equivalent experience.

Experience: 6 months of technical and/or call center experience.

Required Skills:

Strong problem-solving skills
Excellent communication and active listening skills
Ability to work well under pressure and manage multiple tasks
Proficiency in computer hardware and software applications
Familiarity with retail environments (preferred)

Preferred Skills:

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

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The typical pay range for this role is $17.00 - $31.30 per hour. This pay 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 various factors, including experience, education, geography, and other relevant factors.

Benefits:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues, including wellness screenings, tobacco cessation, weight management programs, confidential counseling, and financial coaching
Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility

🎯 Team & Company Context

🏢 Company Culture

Industry: CVS Health is a leading health solutions company, reaching millions of Americans through its local presence, digital channels, and over 300,000 colleagues. The company focuses on transforming health care and providing exceptional customer service.

Company Size: CVS Health is a large corporation with a significant presence in the United States. This size provides opportunities for career growth and development within the organization.

Founded: CVS Health was founded in 1963 and has since grown to become one of the largest pharmacy retailers and healthcare services providers in the United States.

Team Structure:

The Technical Support team works closely with various departments, including store operations, pharmacy, and Minute Clinic, to ensure smooth operations and resolve technical issues promptly.
The team is structured to provide 24/7 support to CVS Health's employees and customers.

Development Methodology:

CVS Health employs a structured problem-solving approach to address technical issues and ensure timely resolution.
The company utilizes case tracking systems to manage and monitor open incidents, enabling effective collaboration and communication among team members.

Company Website: CVS Health Careers

📝 Enhancement Note: CVS Health is committed to fostering a workplace where every colleague feels valued and that they belong. The company offers a comprehensive and competitive mix of pay and benefits, investing in the physical, emotional, and financial wellness of its colleagues and their families.

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Remote work from home, with the option to work onsite at the call center if preferred or required.

Office Location(s): Work At Home-Rhode Island

Workspace Context:

Remote employees must have a quiet, private work area with a closed door.
A secure internet connection with a speed of 150 mbps is required for remote work.
Employees must be able to troubleshoot and resolve technical issues independently, with access to relevant resources and support tools.

Work Schedule: Full-time employees work 5 days a week, including one weekend shift per week. The work schedule may vary depending on business demands and customer needs.

📝 Enhancement Note: Remote employees must be able to arrange dependent and child-care as if they were onsite. If the internet or power connection gets interrupted, employees must be able to fix the connection problem in a timely manner or come into the call center to finish their shift.

📄 Application & Technical Interview Process (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

CVS Health values outstanding customer service, focusing on timely and efficient resolution of reported issues.
The company emphasizes the importance of maintaining accurate and up-to-date information relating to current policies, procedures, and troubleshooting techniques.

Collaboration Style:

CVS Health fosters a team-oriented culture, encouraging collaboration and knowledge sharing among team members.
The company values effective communication and active listening, enabling team members to work together to resolve technical issues promptly.

📝 Enhancement Note: CVS Health is committed to providing a positive cultural environment, focusing on timely technical responses and outstanding customer service. The company values its employees and offers a comprehensive benefits package to support their physical, emotional, and financial wellness.

⚡ Challenges & Growth Opportunities (N/A for this role)

💡 Interview Preparation (N/A for this role)

📌 Application Steps

To apply for this Technical Support Representative position:

Submit your application through the application link provided.
Ensure you have the required 6 months of technical and/or call center experience.
Highlight any relevant experience in your resume, focusing on problem-solving skills, customer service, and familiarity with retail environments.
Research CVS Health's policies, procedures, and troubleshooting techniques to demonstrate your commitment to the role.
Prepare for a potential interview by practicing your problem-solving skills and customer service techniques.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Representative