Customer Service Technical Support Representative
Customer Service Technical Support Representative
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1 Vacancy
Job Description
This position is local hire fully inoffice five days a week.
We are now accepting candidates to join our worldclass 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:Inoffice;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).
- 8 hours Monday Friday between the hours of 7am 3:30pm
- Training Schedule:Required training isonsite daily Monday Friday 8am 5pmfor up to four weeks before being assigned a regular schedule.
Role Description:
- A Member Care Representative is responsible for providing a basic to intermediate level of technical and care support for customer inquiries about Cricut products software and services.
- Each representative is expected to ensure world class service principles and guidelines are utilized on every contact. These include but are not limited to appropriate greetings hold protocols accuracy of information delivered appropriate customer and product verification etc.
- Cricut prides ourselves for exceptional service to our members. Our representatives ensure excellence in EVERY customer interaction.
- Representatives are expected to continually increase their knowledge and understanding of Cricuts products software and services by utilizing the tools and resources provided to answer member questions.
- Representatives provide support for hardware and software technical issues including drivers antiviruses etc.
- The ideal candidate possesses a basic understanding of troubleshooting Windows Mac iOS and Android operating systems.
- Representatives demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled courtesy.
- Representativesassist our members by offering creative solutions to each unique customer situation.
Core Duties:
- 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 Cricutproducts through on the job training
- Effectively communicate and simplify technical terms for members while trouble shooting 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
Qualifications :
Requirements:
- One or more years working:
- a) as a high touch face to face customer service role
- b) in a call/contact center
- c) as a customer service representative where technical support or trouble shooting is a primary job function
Required Technical Experience:
- Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues
- Android and IOS:Intermediate troubleshooting capability for iOSand 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
Required Customer Care & Communications Experience:
- Provable experience resolving customer related issues inbound and/or outbound inquiries returns and diffusing escalated issues etc.
- Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricuts products and services
- Ability to navigate difficult conversations and deescalate tense interactions with professionalism and empathy
- Ownership of the situation from introduction through resolution.
- UpperIntermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or C1 (Advanced)CEFR level
Preferred Qualifications
MultiLingualCandidates: We are additionally seeking candidates who have proficiency in English as well as French Spanish or Portuguese! If you have one of these languages please make a clear note of it in your cover letter or online application (you are given a space to write a message to the hiring team).
- You should speak and write these languages with a native or professional (B2level or better) to be considered a multilingual candidate.
- Experience using Cricut Products
- A passion for any type of crafting
Additional Information :
Weve got you covered
At Cricut we take care of our people. Enjoy competitive Medical Dental and Vision coverage a 401(k) match generous PTO and a yearly lifestyle stipend to support your wellness and passions. Youll also get exclusive employee discountsand best of all youll be surrounded by some of the most talented and creative individuals out there.
A Quick Note Before You Apply
Cricut is in a powerful chapter of transformation. Were evolving fastrefining our strategy growing our teams and raising the bar across the board. This is an incredible opportunity for the right kind of personbut its not for everyone.
Were looking for Aplayerspeople who dont just meet expectations but consistently exceed them. If you thrive in dynamic environments and find joy in turning challenges into momentum keep reading. Heres what makes someone a great fit for this role (and for this moment at Cricut): You have a bias for urgency.You dont wait for perfect clarity to take actionyou start learn and adjust. You believe that speed matters especially when paired with thoughtfulness. You ask: What can move forward today and push past inertia. You set high standardsespecially for yourself.Youre proud of your work and protective of your reputation. You take ownership deliver quality and dont cut corners. You hold yourself accountable without waiting to be asked. You stay focused when things are moving fast.You can identify what really matters and dont get distracted by noise. You prioritize well and manage your time wisely. You collaborate like a pro.You elevate the people around you communicate clearly and give thoughtful feedback. Youre low ego high outputand your team loves working with you.
One More Thing (Its a Big One):
This role is inoffice everyday of the believe that real collaboration innovation and culture are built facetoface. If youre energized by working alongside smart kind creative peopleand enjoy those unplanned hallway conversations that spark great ideasyoull love it here. If youre looking for hybrid or remote role this isnt the right time or place. But if youre excited by challenge purpose and building something better wed love to hear from you. Lets make something amazingtogether.
Relocation Statement:
- This position is NOT eligible for relocation assistance.
What to Do Next:
Please attach your resume cover letter and/or include links to your portfolio or other social presence. If you want to show your super powers in other ways include that information too. You can be sure that Cricut is an employer who values individuality equality and diversity so tell us what youre all about. If you are a Maker or a DIY enthusiast whether you think you are a good one or not we would love to hear about it when you send us your information. Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in EVerify.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
