IT Customer Service Analyst at CVS Health

Hartford, Connecticut, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, RetailIndustries

Requirements

0-2 years work experience
Basic awareness of problem solving and decision making skills
Bachelor's degree preferred
CompTIA Network+ certification preferred
Certified Analytics Professional (CAP) preferred

Responsibilities

Provides technical support and assistance to end-users within the organization by addressing and resolving information technology-related issues and inquiries from internal users, ensuring a positive customer service experience
Analyzes and diagnoses technical problems reported by end-users by asking probing questions to gather relevant information, investigating the root cause of the issue, and providing step-by-step guidance and solutions to resolve the problem
Prioritizes and categorizes incidents based on severity, urgency, and impact to facilitate effective resolution and ensure proper communication with end-users
Contributes to the development and maintenance of a knowledge base or support documentation
Assists end-users with the installation, configuration, and usage of software applications, including troubleshooting application errors, providing guidance on functionalities, and addressing compatibility issues
Diagnoses hardware malfunctions, performs basic repairs or replacements, and coordinates with relevant teams or vendors for advanced hardware repairs or replacements when necessary
Contributes to user training and education initiatives by creating user guides, conducting training sessions, and providing one-on-one coaching to help end-users become more proficient in using IT systems and tools
Collaborates with application development teams and vendors to resolve complex application-related problems
Provides feedback and suggestions to management on process improvements, automation possibilities, and areas where additional resources or training may be required

Skills

Technical Support

Troubleshooting

Customer Service

Incident Management

Knowledge Base

Hardware Diagnosis

Software Installation

Root Cause Analysis

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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