Senior Help Desk Support Specialist

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

We are recruiting individuals to assist our members who have questions tied to our mobile application and website. Members may contact us via telephone or directly from the application. In addition to basic registration and navigation questions, many of our members have incentives available to them as part of their employer benefits and they may have questions concerning completion of the incentives. Many of the member issues are resolve during the initial call with a smaller percentage requiring escalation to another department for resolution. Your role would require end to end support and keeping the member informed of progress and the resulting resolution. All tickets and their related documentation are tracked in Service Now.

The call center is open from 8:00 am to 9:00 pm ET. We are looking to schedule within the highest hours of concentration of 9:00 am and 7:00 pm ET. This is a work from home position.

Training will take three weeks and we expect 100% attendance during the training time. Training will be from 8:00 am to 4:30 pm ET. Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended.

All equipment will be provided and must be returned upon separation from the company. Only company issued equipment is approved for use.

Required Qualifications

• A personal High Speed Broadband internet connection required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it.
• A location within your home free from distraction during your scheduled hours.
• Minimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus. [This is a call queue role]
• 1 year experience working in a virtual call center.
• Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)
• Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.
• Excellent communication skills both verbal and written
• Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test.
• Microsoft 360 basic applications (Outlook, Teams, One Drive, Excel)
• Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)
• Basic alpha number data entry skills with attention to accuracy and quality is essential.
• Ability to work with people in a team environment while meeting individual performance goals. *
• Must be able to read and interpret policies, procedures, and instructions.
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.
• Ability to multi-task in a high call/ ticket volume and fast paced environment.

Preferred Qualifications

• 2 years experience in a help desk-environment
• Experience supporting complex and nuanced work.
• Ability to discern key points to assist with problem resolution
• Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.
• Ability to follow direction, multi-task and adapt to change
• Ability to learn in an on-line/telework environment

Education

High School diploma or GED equivalent

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 06/03/2026

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