• Provide first level contact and identify solutions for customers (School Lifetouch Portal, password resets, proprietary applications, etc) via phone, email, or walkup.
• Provide first call resolution as possible
• Properly escalate unresolved issues to the next level of support
• Track, route and redirect problems to the correct resources
• Direct internal customers to training documentation
• Follow up with customers, provide feedback and see problems through to final resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Maintain highest level of security regarding student image and data compliance

• Proven working experience in providing help desk support in a high volume environment
• Excellent communication skills (written and verbal)
• Working knowledge of: Service desk software (Service Now preferred), Remote control software, Google applications and Common internet browsers (Chrome, Firefox, Safari)
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Total Customer service orientation
• Experience troubleshooting Common Browser settings
• Active Directory experience provisioning accounts
• Mobile device configuration experience

Education:

• Min of a High school diploma or equivalent
• Degree or certification in Information Technology, Computer Science strongly preferred. t

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. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

This position will accept applications on an ongoing basis until filled.

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