Customer Service Technical Support Representative

Cricut•South Jordan, UT

2d•Onsite

About The Position

This position is a local, fully in-office role requiring attendance five days per week. We are now accepting candidates to join our world-class Member Care Representative team located in South Jordan, Utah. We are primarily a call center with the potential for email and chat as appropriate. We are immediately hiring. Work Schedule: In-office; Monday - Friday Shift Schedule: 8-hour shift between 10:00am – 6:30pm Depending on business volume, weekend and holiday work may be required in the future, with appropriate notice and compensation (where applicable). Training Schedule: Required training is onsite daily, Monday - Friday 10am – 6:30pm for up to four weeks. Role Description: A Member Care Representative provides basic to intermediate technical and customer care support for inquiries related to Cricut® products, software, and services. Representatives are expected to deliver “world-class” service on every interaction by following established service principles and guidelines. These include, but are not limited to, professional greetings, proper hold protocols, accurate information delivery, and appropriate customer and product verification. We pride ourselves on delivering exceptional service to our members. Representatives are responsible for ensuring excellence in every customer interaction. Team members are expected to continually expand their knowledge of Cricut® products, software, and services by utilizing the tools and resources provided to effectively resolve member questions. This role includes troubleshooting hardware and software technical issues, such as drivers, antivirus programs, and related system concerns. The ideal candidate has a foundational understanding of troubleshooting Windows, Mac, iOS, and Android operating systems. Successful representatives demonstrate patience and the ability to communicate clearly and effectively with customers across all levels of technical proficiency, while maintaining a high level of courtesy and professionalism. Representatives support members by offering thoughtful, creative solutions tailored to each unique situation.

Requirements

A high-touch, face-to-face customer service role
A call or contact center environment
A customer service position where technical support or troubleshooting was a primary responsibility
Windows and macOS: Intermediate knowledge with demonstrated experience troubleshooting hardware and software issues
iOS and Android: Intermediate troubleshooting capability for 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
Candidates should speak and write these languages at a native or professional level (B2 or higher CEFR)
If applicable, please indicate language proficiency in your cover letter or online application
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.