Senior Help Desk Support Specialist

CVS Health

Help Desk Support Specialist providing support for CVS Health members' app and website inquiries. Resolving issues and guiding through employer benefit incentives in a virtual environment.

Posted 5/28/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSenior💰 $19 - $32 per hourWebsite

About the role

Key responsibilities & impact

Assist our members who have questions tied to our mobile application and website
Provide support via telephone or directly from the application
Resolve many member issues during the initial call
Escalate a smaller percentage of issues to another department for resolution
Keep the member informed of progress and the resulting resolution
Track all tickets and their related documentation in Service Now

Requirements

What you’ll need

A personal High Speed Broadband internet connection required (100/25 mbps)
Minimum of 1 year in a virtual customer service or call center environment
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)
Excellent communication skills both verbal and written
Keyboarding skills and able to type 45 WPM with 95% accuracy
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.
Ability to multi-task in a high call/ ticket volume and fast paced environment

Benefits

Comp & perks

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
other resources, based on eligibility

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecall center experienceticket processingkeyboard skillsdata entrytroubleshootinghigh volume call handlingtyping speed 45 WPMaccuracy 95%

Soft Skills

communication skillsteamworkmulti-taskingattention to detailproblem-solving