Customer Service Technical Support Representative

Cricut•South Jordan, UT

1d•Onsite

About The Position

Cricut is looking for passionate crafters who are extremely comfortable with technology and love helping people to join their Member Care Technical support team. This position is a local, fully in-office role requiring attendance five days per week in South Jordan, Utah. The role primarily involves handling customer inquiries via phone, with potential for email and chat support. Representatives will provide basic to intermediate technical and customer care support for Cricut® products, software, and services, delivering "world-class" service on every interaction. This includes troubleshooting hardware and software technical issues, such as drivers, antivirus programs, and related system concerns. The ideal candidate will have a foundational understanding of troubleshooting Windows, Mac, iOS, and Android operating systems, demonstrating patience and clear communication skills with customers of all technical proficiencies.

Requirements

One or more years in a high-touch, face-to-face customer service role, a call or contact center environment, or a customer service position where technical support or troubleshooting was a primary responsibility.
Intermediate knowledge of Windows and macOS with demonstrated experience troubleshooting hardware and software issues.
Intermediate troubleshooting capability for iOS and Android phones and tablets, with proven experience resolving hardware and software issues.
Ability to type accurately at 40+ words per minute.
Competency diagnosing basic to intermediate technical issues involving software applications and user interfaces.
Proven experience resolving customer issues, including inbound and/or outbound inquiries, returns, and de-escalation of escalated situations.
Strong interpersonal skills and a commitment to delivering accurate information regarding Cricut® products and services.
Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy.
Demonstrated ownership of customer situations from initial contact through full resolution.
Upper-intermediate to advanced spoken and written English (U.S.) proficiency at a native or professional level (minimum B2 – Upper Intermediate or C1 – Advanced CEFR level).

Nice To Haves

Multilingual candidates proficient in English and French, and/or Spanish or Portuguese (speaking and writing these languages at a native or professional level - B2 or higher CEFR).
Experience using Cricut® products.
A passion for crafting.

Responsibilities

Provide inbound customer support for Cricut® products, hardware, software, and services (primarily voice, with potential for email and chat support).
Document, track, and escalate complex issues to internal and external teams as needed.
Respond to service tickets promptly in accordance with established guidelines.
Accurately maintain data, files, and records related to technical support incidents.
Manage individual workload to ensure exceptional member satisfaction.
Meet all performance standards, including service level agreements (SLA), handle time, quality, productivity, attendance, and professionalism metrics.
Educate members on additional products and services to enhance their overall experience.
Provide clear “how-to” guidance for members using Cricut crafting products.
Develop and demonstrate proficiency across all Cricut® products through on-the-job training.
Communicate technical concepts in a clear and simplified manner while troubleshooting creative, technical, or mechanical products.
Maintain an engaged, professional tone of voice that reflects genuine interest in helping members understand and successfully use our products and services.