Customer Service Technical Support Representative at Cricut

Cricut

South Jordan, UT, us·1w ago

Entry LevelFull-time

Salary Range

$25,500 - $34,500 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Member Care Representative to join our team at Cricut in South Jordan, Utah. This role involves providing technical and care support for customer inquiries about Cricut® products, software, and services.

Key Responsibilities

→Provide a basic to intermediate level of technical and care support for customer inquiries about Cricut® products, software, and services
→Ensure world-class service principles and guidelines are utilized on every contact
→Continually increase knowledge and understanding of Cricut®’s products, software, and services
→Provide support for hardware and software technical issues, including drivers and antiviruses
→Demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency
→Assist members by offering creative solutions to each unique customer situation
→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 troubleshooting 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

Requirements

✓Basic to intermediate understanding of troubleshooting Windows, Mac, iOS, and Android operating systems
✓Ability to provide exceptional customer service and handle customer inquiries effectively
✓Strong communication skills and the ability to simplify technical terms for customers
✓Patience and the ability to effectively communicate with customers at all levels of technical proficiency
✓Willingness to continually increase knowledge and understanding of Cricut®’s products, software, and services
✓Ability to work in an in-office environment, Monday through Friday, with potential for weekend and holiday work as needed
✓Ability to complete required onsite training Monday through Friday for up to four weeks