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Cricut · 4 months ago

Customer Service Technical Support Representative

South Jordan, UT, USA

Full-time

Onsite

Entry Level

1+ years exp

Cricut is a company that makes smart cutting machines and provides crafting tools and inspiration. They are seeking a Customer Service Technical Support Representative to provide technical support and exceptional service to customers regarding Cricut products, software, and services, primarily through inbound calls. The role requires effective communication and problem-solving skills to assist customers with technical inquiries and ensure satisfaction with their Cricut experience.

Consumer ElectronicsDIY

Responsibilities

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 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 services to meet their individual needs

Qualification

Technical SupportWindows TroubleshootingMacOS TroubleshootingIOS TroubleshootingAndroid TroubleshootingCustomer Service ExperienceTyping Speed 40+ wpmMulti-LingualCricut Products ExperienceInterpersonal SkillsCommunication SkillsProblem Solving

Required

One or more years working as a high touch, face to face customer service role

One or more years working in a call/contact center

One or more years working as a customer service representative where technical support or trouble shooting 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

Ability to accurately type 40+ wpm

Competent diagnosing basic to intermediate technical issues involving software applications and interfaces

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 Cricut's products and services

Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy

Ownership of the situation from introduction through resolution

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)