glassdoor.com sales-marketing it customer service support technical supervisor

IT Customer Service Support Technical Supervisor


Job Description
The IT Service Center Technician provides IT support primarily over the phone serving as the subject matter expert on an array of business applications. The technician is also the first point of escalation for all IT related inquiries supporting employees, contractors, and clients of CVS Health. By partnering with end-users and IT teams, the technician assists in ensuring all incidents are analyzed and resolved within the agreed time frames. Team collaboration is paramount in order to ensure high quality solutions are delivered on a consistent basis. This individual is expected to operate with minimal supervision and is expected to make decisions independently when needed, delivering an excellent customer service experience every time.

Required Qualifications
2+ years of relevant, recent technical support experience required, desktop support experience, and call center phone support experience.
Required Qualifications :
2+ years of relevant, recent technical support experience required, desktop support experience, and call center phone support experience.

Preferred Qualifications
Advanced experience with the following: Microsoft Operating Systems including Windows XP/7/8/10; MS Exchange/Outlook 2007/2010/2013 environments; IE 8/10/11, Chrome; Active Directory Users and Computers; Microsoft Applications including the MS Office Suite, Attribute Editor or similar Administration Tools; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support; VPN Software including Cisco AnyConnect and Juniper

• Ability to prioritize and quickly resolve technical issues

• Consistently adheres to defined Service 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.

Education
Verifiable High School diploma or GED

Business Overview
Its a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nations premier health innovation company. Through our health services, insurance plans and community pharmacists, were pioneering a bold new approach to total health. As a CVS Health colleague, youll be at the center of it all.

At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the countrys health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at https://cvshealth.com/covid-19

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.

We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or [email protected] For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or [email protected]
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