• Act as the subject-matter specialist for systems being implemented; • Plan system implementations at client sites; • Configure system parameters for client rollouts; • Configure and maintain scenarios in demonstration environments; • Prepare guides and keep the knowledge base updated in line with releases; • Develop instructional materials for presentations and technical demonstrations of the systems; • Train end users on the deployed system and provide technical support during implementation; • Conduct or attend system demonstration meetings with stakeholders; • Perform initial analysis of bugs or enhancement requests reported by users and forward tickets to the Support team; • Monitor and manage user request tickets opened during implementation;

• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions

• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions

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 As a Technical Support Representative, you will be working in a positive cultural environment, working through timely technical responses to inquiries from CVS store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This candidate must deliver outstanding customer service in a timely, and efficient manner, with a shown dedication to 1st call resolution and overall customer happiness. Work from home option is available. You must have a quiet, private work area with a closed door. You must arrange dependent and child-care, as if you were onsite. You must have a secure internet connection with a speed of 150 mbps to work from home. If your internet or power gets interrupted and you are not able to fix the connection problem in a timely manner you will need to come into the call center to finish your shift, you are to arrive no longer than an hour after your connection was interrupted. You may also come into the call center to work if you prefer to work onsite. Key Responsibilities: - Document problems, complete problem tickets, and request information in the support tools. - Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques. - Effectively manage call workload. - Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements. - Collaborate well in a team environment. - The full-time employee will work 5 days a week and must be able to work one weekend shift a week. Required Qualifications - 6 months of technical and/or call center experience Preferred Qualifications - Experience in a help desk/call center environment providing technical support in a retail environment. - Experience using computer hardware and software applications. Education - High School Diploma or GED required or 2 years equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $34.15 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: 04/09/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.