IT Customer Service Analyst

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

As a CVS Health IT Customer Service Analyst, you will provide remote Level 2 technical support to CVS Health Colleagues and Clients.  Technical support will include analyzing, diagnosing, and implementing fixes remotely which aids in the quick and effective resolution of escalated issues.  As a Level 2 Agent, you will be responsible for handling high priority, high visibility business critical outages and escalations. Level 2 agents will be expected to provide guidance and aid in the development and progression of Level 1 Helpdesk agents. This position will require close collaboration with Leadership, Support teams, Colleagues, and Level 1 Helpdesk agents.

 Additional responsibilities include:

• Ability to prioritize and quickly resolve technical issues.

• Consistently adheres to defined help desk processes and procedures.

• Highly analytical thinking & problem-solving skills.

• Maintains an advanced level of knowledge for supported products and support policies

• Responsible for deploying software using automated tools

• Effective, supportive, and responsive team player that can collaborate to resolve complex issues.

• Excellent customer service ethic with ability to communicate with and train non-technical audiences on software and systems use

• Ability to adapt quickly to new technologies and changing business requirements.

• Proven ability to quickly learn new applications, processes, and procedures

• Independent judgment and initiative

• Comfortable under high-stress and exhibits the poise to focus in a fast-paced environment.

• Regular and reliable attendance.

• Excellent oral and written communication skills.

• Perform all responsibilities of this position while continually presenting a positive and professional example for the rest of the team and the company.

Required Qualifications

•  3+ years of experience with customer support and internal business operations

Preferred Qualifications

• or more years of management and or supervisory experience coaching, training and developing of staff

•  Excellent verbal and written communication skills

•  Ability to be a self-starter and perform tasks within tight time constraints

•  Excellent customer support skills

Education

Verifiable High School diploma or GED or equivalent experience required.  

Bachelor's degree preferred but not required.  

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including 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.

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