Customer Service Technical Support Representative Job at Cricut (South Jordan)

Job Description

A Member Care Representative is responsible for providing a basic to intermediate level of technical and care support for customer inquiries about Cricut® products, software and services. Each representative is expected to ensure “world class” service principles and guidelines are utilized on every contact. Cricut® prides ourselves for exceptional service to our members. Our representatives ensure excellence in EVERY customer interaction. Representatives are expected to continually increase their knowledge and understanding of Cricut®’s products, software and services by utilizing the tools and resources provided to answer member questions. Representatives provide support for hardware and software technical issues, including drivers, antiviruses, etc. The ideal candidate possesses a basic understanding of troubleshooting Windows, Mac, iOS and Android 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.

Job Responsibility

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

Requirements

One or more years working: a) as a high touch, face to face customer service role
b) in a call/contact center
c) as a customer service representative where technical support or trouble shooting is a primary job function
Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average provable experience troubleshooting hardware and software issues
Android and IOS: 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)

Nice to have

Multi-Lingual Candidates: proficiency in English as well as French, Spanish or Portuguese
Experience using Cricut® Products
A passion for any type of crafting