About the position
Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more. We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things. At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day. A Member Care Representative is responsible for providing a basic to intermediate level of technical support to customer inquiries regarding Cricut® products, software and services. Each representative is expected to ensure “world class” service principles and guidelines are utilized on each and every contact. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc. Cricut® prides itself in offering exceptional service to its members and our representatives ensure excellence in EVERY customer experience interaction.
Responsibilities
- Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services.
- Document and escalate to internal and external teams as required to support complex support issues/requests.
- Reply to service tickets promptly and in accordance with established guidelines.
- Accurately maintain associated data, files and records regarding technical support incidents.
- Manage individual work to provide exceptional member satisfaction levels and ensure an FCR rate at 90% or higher.
- Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
- Engage members by offering additional products or services to further enhance the customer experience.
- Provide information and knowledge to members using crafting products.
Requirements
- One or more years working in a call/contact center as a customer service representative where technical support is a primary job function.
- Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues.
- Intermediate troubleshooting capability for iOS and Android phones or tablets with above average provable experience troubleshooting hardware and software issues.
- Must type 40+ wpm.
- Ability to diagnose basic to intermediate technical issues involving software applications and interfaces.
- Provable experience resolving inbound and/or outbound inquiries, returns, and diffusing escalated issues.
- Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut®'s products and services.
- Upper-Intermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or C1 (Advanced) CEFR level).
Nice-to-haves
- Multi-Lingual capacity in French, Spanish or Portuguese at a native or professional (B2 level or better).
- Preferred but not required - experience using the Cricut® Maker, Cricut® Explore, Cricut® Design Space, Cricut® Expression, Cricut® Cuttlebug, etc.
