Remote Technical Support Specialist – 1st Call Resolution

Aetna; Nashville (TN); Hybrid; USD 27,552 - 41,328; Full time

Job summary

CVS Health in Nashville seeks a Technical Support Representative to handle live troubleshooting for CVS store employees, pharmacy staff, and Minute Clinic personnel. The role offers flexible work-from-home options with occasional office visits and a mix of on-site responsibilities.

You will diagnose hardware and software issues, document incidents in the ticketing system, and strive for timely resolution within service levels.

Qualifications

• Minimum 6 months of experience with software packages, hardware diagnostics, and/or technical call center or help desk support.
• Bachelor’s Degree required.
• Experience in live troubleshooting and first-call resolution preferred.
• Retail or healthcare tech support experience is a plus.

Responsibilities

• Answer live troubleshooting calls daily and provide first-call resolution.
• Record issues and manage tickets in the support system.
• Maintain up-to-date knowledge of regulations, procedures, and troubleshooting techniques.
• Collaborate effectively within a team and escalate when needed.

Skills

Technical support

Customer service

Hardware diagnostics

Software knowledge

Education

Bachelor’s degree

Tools

Trouble ticketing system

Job description

CVS Health in Nashville seeks a Technical Support Representative to handle live troubleshooting for CVS store employees, pharmacy staff, and Minute Clinic personnel. The role offers flexible work-from-home options with occasional office visits and a mix of on-site responsibilities.

You will diagnose hardware and software issues, document incidents in the ticketing system, and strive for timely resolution within service levels.