Expert Technical Support Representative (Level 3 - Backline)

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

Cricut has developed a NEW team to coordinate our critical link between quality assurance engineering and the experiences our customers have every single day.

To that end, we are seeking an Expert Technical Support Representative (Tier 3) who will be instrumental in providing top-tier service and resolving complex technical issues for our customers. 

This role involves addressing challenging technical problems, ensuring member satisfaction, and maintaining the Cricut brand's high standards through multiple communication channels such as calls, emails, live chat, and social media. The ideal candidate should be technically proficient, have strong troubleshooting skills, and be committed to a customer-centric approach.

Key Responsibilities:

• Technical Support: Resolve complex issues related to Cricut products, including hardware, software, and services. Provide advanced support for PCs, laptops, Macs, and mobile devices.
• Customer Interaction: Offer creative solutions and simplify technical terms for members of varying technical proficiency. Engage with members through via Omnichannel to enhance their overall experience. 
• Documentation and Escalation: Document and escalate issues as necessary. Maintain accurate records of technical support incidents.
• Performance Standards: Meet performance standards such as service ticket SLA, handle time, quality, productivity, attendance, and professionalism.

NOTE: This role includes regular and significant direct customer interaction by Voice, Chat, Messaging & even Video channels.

tl;dr: you will be talking to customers on the phone or by chat -- a lot!

NOTE: This role is an integral part of a NEW division of our company that works to liaise between our quality assurance, engineering & hardware development teams and our customers, you will spend your time working with customers, learning about our products, so that you may become an expert in all-things Cricut! This means you will join our member care department in a brand new role called Technical Support Level 3, a position that is being defined regularly as we go along. You will have regular interaction with senior members of our quality engineering team(s) and this role is intended to be a career path into a quality engineering position or other technical roles in the company. 

Qualifications

[Dear Candidate: I have outlined the requirements for this position into Critical, Required and Preferred items. If you meet all the criteria of the first two items, please feel free to apply. If you do not meet these items, but have a valid alternate experience, please detail that in a cover-letter or comment when applying. If you do not meet these requirements, but are looking for a similar role, please feel free to apply, but please note what you are looking for in your application! - Thanks, Robert]

• Technical Proficiency:
  • Strong troubleshooting skills across multiple systems (iOS, Android, Windows, Mac).
  • Experience in analyzing logs and debugging using browser debugging tools.
  • Familiarity with design tools (Adobe, Illustrator, Canva, Procreate) and various image types (JPG, SVG, PNG, GIF, DXF, HEIC, BMP).
  • Ability to perform root cause analysis.
• Experience: Minimum 5+ years experience in a contact-center or call center providing techni