Description

Position at Lifetouch National School Studios Inc.

Lifetouch Inc.,a Shutterfly company has a dynamic opportunity for a Help Desk Specialist to join our highly collaborative team at our Corporate Office in Eden Prairie. 

This role offers: Immediate start.  Training included.  Competitive pay.  

Lifetouch, Inc., a Shutterfly Inc. company is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced , collaborative culture and the ability to directly impact our business.

Key Responsibilities:

  • Provide first level contact and identify solutions for customers (Lifetouch Yearbook and portal support, password resets, proprietary applications,etc) via phone, email, walk up or  chat services.
  • Provide first call resolution
    • Issue tracking, discovery and validation of bug fixes
    • Advanced Browser security troubleshooting
    • Data and order analysis
    • Advanced  account provisioning troubleshooting
    • Mobile device configuration and troubleshooting
    • Properly escalate unresolved issues to the next level of support
  • Track, route and redirect problems to correct resources
  • Walk customers through problem solving process
  • 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

Requirements:

  • Proven working experience in providing help desk support
  • Excellent communications
  • Working knowledge of;
    • Service desk software (Service Now preferred)
    • Remote control software
    • Google applications
    • Common internet browsers
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Education:
    • High school diploma or equivalent
    • Degree or certification in Information Technology, Computer Science or equivalent
  • Experience troubleshooting Common Browser settings