Customer Service Technical Support Representative

Company Description

Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power of handmade into the hands of all. With a passionate community of Makers around the world, Cricut helps turn inspiration into real, tangible creations—one project at a time.

Let’s make.

Job Description

Cricut is looking for passionate crafters who are extremely comfortable with technology and love helping people.  If that sounds like you, you might be the right candidate to join our Member Care Technical support team.

This position is a local, fully in-office role requiring attendance five days per 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 Schedule: 8-hour shift between 10:00am – 6:30pm
  • Depending on business volume, weekend and holiday work may be required in the future, with appropriate notice and compensation (where applicable).
• Training Schedule: Required training is onsite daily, Monday - Friday 10am – 6:30pm  for up to four weeks.

Role Description:

• A Member Care Representative provides basic to intermediate technical and customer care support for inquiries related to Cricut® products, software, and services.
• Representatives are expected to deliver “world-class” service on every interaction by following established service principles and guidelines. These include, but are not limited to, professional greetings, proper hold protocols, accurate information delivery, and appropriate customer and product verification.
• We pride ourselves on delivering exceptional service to our members. Representatives are responsible for ensuring excellence in every customer interaction.
• Team members are expected to continually expand their knowledge of Cricut® products, software, and services by utilizing the tools and resources provided to effectively resolve member questions.
• This role includes troubleshooting hardware and software technical issues, such as drivers, antivirus programs, and related system concerns.
• The ideal candidate has a foundational understanding of troubleshooting Windows, Mac, iOS, and Android operating systems. Successful representatives demonstrate patience and the ability to communicate clearly and effectively with customers across all levels of technical proficiency, while maintaining a high level of courtesy and professionalism.
• Representatives support members by offering thoughtful, creative solutions tailored to each unique situation.

⠀Core Duties:

• Provide inbound customer support for Cricut® products, hardware, software, and services (primarily voice, with potential for email and chat support).
• Document, track, and escalate complex issues to internal and external teams as needed.
• Respond to service tickets promptly in accordance with established guidelines.
• Accurately maintain data, files, and records related to technical support incidents.
• Manage individual workload to ensure exceptional member satisfaction.
• Meet all performance standards, including service level agreements (SLA), handle time, quality, productivity, attendance, and professionalism metrics.
• Educate members on additional products and services to enhance their overall experience.
• Provide clear “how-to” guidance for members using Cricut crafting products.
• Develop and demonstrate proficiency across all Cricut® products through on-the-job training.
• Communicate technical concepts in a clear and simplified manner while troubleshooting creative, technical, or mechanical products.
• Maintain an engaged, professional tone of voice that reflects genuine interest in helping members understand and successfully use our products and services.

Qualifications

Experience (One or More Years in One of the Following):

• A high-touch, face-to-face customer service role
• A call or contact center environment
• A customer service position where technical support or troubleshooting was a primary responsibility

Required Technical Experience

• Windows and macOS: Intermediate knowledge with demonstrated experience troubleshooting hardware and software issues
• iOS and Android: Intermediat