Customer Service Technical Support Representative

Company Description

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.

Overview

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.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

No remote positions are available. We are now accepting candidates to join our world-class Member Care Representatives located in South Jordan, Utah. We are hiring `5+ positions. The shift options are 8 hours, Monday - Friday between the hours of 7 am - 9 pm full -time OR 3:30 pm - 9 pm part-time. No remote positions are available. Based on volume we may require future work on the weekends and holidays. Required training is a two week class Monday - Friday (8-5).

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• No remote positions are available.
• 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. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc. 
• Cricut® prides itself in offering exceptional service to its members and our representatives ensure excellence in EVERY customer experience interaction. 
• Representatives are expected to increase their knowledge and understanding of Cricut®’s products, software and services by utilizing the tools and resources provided to answer member questions and inquires. 
• Representatives offer additional support for hardware and software technical issues, including drivers, antiviruses, etc. 
• The ideal candidate possesses a basic understanding of troubleshooting all Windows and Mac operating systems. 
• Representatives demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled courtesy. 
• Representatives assist our members by offering creative solutions to each unique customer situation.  

Core Duties:

• No remote positions are available.
• 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 
• Preferred but not required - experience using the Cricut® Maker, Cricut® Explore, Cricut® Design Space, Cricut® Expression, Cricut® Cuttlebug, etc.
• Demonstrate proficiency with all Cricut® products 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 servi