Customer Service Technical Support Representative

Cricut • South Jordan, UT

295d • Onsite

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. Cricut® prides itself in offering exceptional service to its members and our representatives ensure excellence in EVERY customer experience interaction.

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.

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.

What This Job Offers

• Job Type: Full-time
• Industry: Merchant Wholesalers, Durable Goods