Customer Service Technical Support Representative
| Company | Cricut |
|---|---|
| Location | South Jordan, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior |
Requirements
- One or more years working a) in a call/contact center b) as a customer service representative where c) technical support 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
- Must type 40+ wpm
- Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
- Provable experience resolving 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
- 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](https://en.wikipedia.org/wiki/Common_European_Framework_of_Reference_for_Languages#Common_reference_levels))
Responsibilities
- Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services
- 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 levels and ensure an FCR rate at 90% or higher
- Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
- Engage members by offering additional products or services to further enhance the customer experience
- Provide information and knowledge to members using crafting products
Preferred Qualifications
- Multi-Lingual capacity is appreciated in French, Spanish or Portuguese. You should speak these languages at a native or professional (B2 level or better) to be considered a multi-lingual candidate.