Customer Service Technical Support Representative

Cricut makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything custom cards, unique apparel, everyday items, and so much more.

We believe everyone is born creative. We're a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here's the remarkable truth: When we all make together, we make all things possible.

Let's Make!

Job Description

This position is local hire, fully in-office five days a 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 Schedules: We are hiring for 2 shifts as dictated by business need:
• 8 hours, Monday - Friday between the hours of 7am - 3:30pm ~ or ~
• 8 hours, Monday - Friday between the hours of 10am - 6:30pm
• (Based on volume we may require future work on the weekends and holidays with appropriate notice and compensation (where applicable)).
• Training Schedule: Required training is onsite daily, Monday - Friday 8am 5pm for up to four weeks before being assigned a regular schedule.

Role 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. These include but are not limited to, appropriate greetings, hold protocols, accuracy of information delivered, appropriate customer and product verification, etc.
• 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.

Core Duties:

• 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

Qualifications

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

Required Technical Experience:

• 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

Required Customer Care & Communications Experience:

• 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) level)

Preferred Qualifications

Multi-Lingual Candidates: We are additionally seeking candidates who have proficiency in English as well as French, Spanish or Portuguese! If you have one of these languages, please make a clear note of it in your cover letter or online application (you are given a space to write a message to the hiring team).

• You should speak and write these languages with a native or professional (B2 level or better) to be considered a multi-lingual candidate.
• Experience using Cricut Products
• A passion for any type of crafting

Additional Information

We've got you covered

At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, and a yearly lifestyle stipend to support your wellness and passions. You'll also get exclusive employee discountsand best of all, you'll be surrounded by some of the most talented and creative individuals out there.

A Quick Note Before You Apply

Cricut is in a powerful chapter of transformation. We're evolving fastrefining our strategy, growing our teams, and raising the bar across the board. This is an incredible opportunity for the right kind of personbut it's not for everyone.

We're looking for A-playerspeople who don't just meet expectations, but consistently exceed them. If you thrive in dynamic environments and find joy in turning challenges into momentum, keep reading. Here's what makes someone a great fit for this role (and for this moment at Cricut): You have a bias for urgency. You don't wait for perfect clarity to take actionyou start, learn, and adjust. You believe that speed matters, especially when paired with thoughtfulness. You ask: "