Job Description Job Description
At Lifetouch (part of the Shutterfly family of brands), we believe there is extraordinary power in the self-expression. Built on the tradition of "Picture Day", Lifetouch has captured the unique personalities of children and families for more than 90 years.
As a member of the Help Desk team, the Technical Support Representative, fields inquiries from end users to answer questions and resolve technical issues. Acting with a sense of urgency, they provide excellent customer service to ensure expected services levels are achieved or exceeded.
Primary Duties and Responsibilities:
- Performs equipment (e.g., camera, props, computer) kitting/assembly and shipping support for Preschool, Schools and Studios business lines.
- Provides technical (e.g., computer, camera, lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating, as necessary.
- Uses call tracking software efficiently and accurately to document calls.
- Provides professional customer service by answering call promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently.
- Demonstrates clear and timely communication to the end users and within the team.
- Analyzes issues to determine root cause and implements fixes to minimize operational interruption.
- Performs equipment repair or maintenance work.
- Takes initiative to resolve internal customer experience issues, in a customer-focused manner.
- Safeguards all customer, employee and company proprietary and personal information ensuring customer and employee data is always kept confidential.
Additional Duties and Responsibilities:
- Creates and maintains documentation for user support, troubleshooting and reference.
- Performs other projects or miscellaneous duties as requested or assigned.
Education:
- High School Diploma or GED. Post-secondary education, preferred.
- IT function specialty certification (e.g., A+, Network +), preferred.
Experience:
- 1-2 years in technical support function or related experience.
Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it's the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.
This position will accept applications on an ongoing basis until filled.
