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Technical Support Representative

Company Name:
CVS Caremark Professional
This Technical Support Representative 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 Technical Support Representative 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.Key Responsibilities for the Technical Support Representative: - Documents problems, completes problem tickets and requestsinformation in the support tools- Maintains knowledge with accurate up-to-date information relating tocurrent policies, procedures, and troubleshooting techniques.- Must effectively manage call workload.- Provide superior customer support by analyzing, diagnosing and resolvingproblems and request within service level agreements.- Required to meet certification requirements and performance standardsincluding:- Calls handled per shift- Schedule Adherence/Utilization- Average QA Score- 1st Call Resolution- Troubleshooting Accuracy-Top Block Customer Satisfaction
Job Function: Information Systems

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