IT Customer Service Analyst, CVS Health

CVS Health

Location:
United States, Work at Home

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

21.10 - 44.99 USD / Hour

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Job Description:

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.

Job Responsibility:

Provide remote Level 2 technical support to CVS Health Colleagues and Clients
Analyze, diagnose, and implement fixes remotely for escalated issues
Handle high priority, high visibility business critical outages and escalations
Provide guidance and aid in the development and progression of Level 1 Helpdesk agents
Close collaboration with Leadership, Support teams, Colleagues, and Level 1 Helpdesk agents

Requirements:

3+ years of experience with customer support and internal business operations
Verifiable High School diploma or GED or equivalent experience required
Excellent verbal and written communication skills
Ability to be a self-starter and perform tasks within tight time constraints
Excellent customer support skills
Highly analytical thinking & problem-solving skills
Ability to prioritize and quickly resolve technical issues
Consistently adheres to defined help desk processes and procedures
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

Nice to have:

3 or more years of management and or supervisory experience coaching, training and developing of staff
Bachelor's degree

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
Wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
November 29, 2025

Expiration:
December 01, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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IT Customer Service Analyst