Position Summary:
As a Technical Support Representative, you will be working in a tremendous cultural surroundings, working thru timely technical responses to inquiries from CVS save personnel, pharmacy, and Minute Clinic employees concerning solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale structures, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this function requires a detailed know-how of trouble escalation and comply with-up methods to make certain well timed resolution of reported issues. Related on-line knowledge articles are used for troubleshooting; incidents are supervised in a case tracking device. The principal responsibility of this employee is to take live troubleshooting calls day by day. This candidate must supply wonderful customer service in a timely, and green manner, with a shown determination to 1st call decision and general patron happiness.
Key Responsibilities:
- Collaborate properly in a group surroundings
- Effectively take care of call workload
- Maintain expertise with accurate updated statistics relating to present day regulations, tactics, and troubleshooting techniques
- Provide superb customer service through analyzing, diagnosing, and resolving troubles and requests within carrier stage agreements
- Document issues, entire problem tickets, and request statistics in the support tools
- The complete-time employee will work 5 days a week, and must be able to paintings one weekend shift a week
Required Education & Experience:
- Experience in a help desk/call center environment supplying technical help in a retail surroundings
- HS Diploma/GED
- 6 months of technical and/or call center enjoy
- Experience the use of pc hardware and software program packages