Help Desk Representative (Contract)

At Shutterfly, we make life’s experiences unforgettable. We believe there is extraordinary power in the self-expression. That’s why our family of brands helps customers create products and capture moments that reflect who they uniquely are.

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.

What You'll Do Here:

• 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.
• Creates and maintains documentation for user support, troubleshooting and reference.
• Performs other projects or miscellaneous duties as requested or assigned.

The Skills You'll Bring:

• High School Diploma or GED. Post-secondary education, preferred.
• IT function specialty certification (e.g., A+, Network +), preferred.
• 1-2 years in technical support function or related experience.

Other (Knowledge, skills, and abilities):

• Ability to work a varied schedule including days, nights, holidays, and weekends, as needed, as well as a rotating on-call schedule.
• Strong interpersonal and collaboration skills.
• Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook.
• Strong communication skills (written, verbal and listening).
• Good project management skills.
• Detail oriented in the execution and follow-up of work.
• Critical thinking and problem-solving skills.
• Ability to balance and execute against multiple projects/priorities simultaneously.
• Takes initiative.

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, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. 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.