Customer Service Technical Support Representative

Cricut • South Jordan, UT

99d

About The Position

This position is local hire, fully in-office five days a 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 Schedules: We are hiring for 2 shifts as dictated by business need: 8 hours, Monday - Friday between the hours of 7am - 3:30pm ~ or ~ 8 hours, Monday - Friday between the hours of 10am- 6:30pm. (Based on volume we may require future work on the weekends and holidays with appropriate notice and compensation (where applicable).) Training Schedule: Required training is onsite daily, Monday - Friday 8am – 5pm for up to four weeks before being assigned a regular schedule.

Requirements

• One or more years working as a high touch, face to face customer service role
• Experience in a call/contact center
• Experience as a customer service representative where technical support or troubleshooting 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
• Ability to accurately type 40+ wpm
• Competent diagnosing basic to intermediate technical issues involving software applications and interfaces
• Provable experience resolving customer related issues, 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
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy
• Ownership of the situation from introduction through resolution
• 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 Candidates: Proficiency in English as well as French, Spanish or Portuguese
• Experience using Cricut® Products
• A passion for any type of crafting

Responsibilities

• Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services (primarily voice with potential for email and chat)
• 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
• Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
• Engage members by offering education on additional products or services to further enhance the customer experience
• Provide how to information and knowledge to members using our crafting products
• Demonstrate proficiency with all Cricut® products through on the job training
• Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical or mechanical nature
• Remain engaged with members through proper tone of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs

Benefits

• Competitive Medical, Dental, and Vision coverage
• 401(k) match
• Generous PTO
• Yearly lifestyle stipend to support wellness and passions
• Exclusive employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees