Company:
Cricut
Location: South Jordan
Closing Date: 18/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Description
Cricut has developed a NEW team to coordinate our critical link between quality assurance engineering and the experiences our customers have every single day.
To that end, we are seeking an Expert Technical Support Representative (Tier 3) who will be instrumental in providing top-tier service and resolving complex technical issues for our customers.
This role involves addressing challenging technical problems, ensuring member satisfaction, and maintaining the Cricut brand's high standards through multiple communication channels such as calls, emails, live chat, and social media. The ideal candidate should be technically proficient, have strong troubleshooting skills, and be committed to a customer-centric approach.
Key Responsibilities:
Technical Support: Resolve complex issues related to Cricut products, including hardware, software, and services. Provide advanced support for PCs, laptops, Macs, and mobile devices.
Customer Interaction: Offer creative solutions and simplify technical terms for members of varying technical proficiency. Engage with members through via Omnichannel to enhance their overall experience.
Documentation and Escalation: Document and escalate issues as necessary. Maintain accurate records of technical support incidents.
Performance Standards: Meet performance standards such as service ticket SLA, handle time, quality, productivity, attendance, and professionalism.
NOTE: This role includes regular and significant direct customer interaction by Voice, Chat, Messaging & even Video channels.
tl;dr: you will be talking to customers on the phone or by chat -- a lot!
NOTE: This role is an integral part of a NEW division of our company that works to liaise between our quality assurance, engineering & hardware development teams and our customers, you will spend your time working with customers, learning about our products, so that you may become an expert in all-things Cricut! This means you will join our member care department in a brand new role called Technical Support Level 3, a position that is being defined regularly as we go along. You will have regular interaction with senior members of our quality engineering team(s) and this role is intended to be a career path into a quality engineering position or other technical roles in the company.
Cricut has developed a NEW team to coordinate our critical link between quality assurance engineering and the experiences our customers have every single day.
To that end, we are seeking an Expert Technical Support Representative (Tier 3) who will be instrumental in providing top-tier service and resolving complex technical issues for our customers.
This role involves addressing challenging technical problems, ensuring member satisfaction, and maintaining the Cricut brand's high standards through multiple communication channels such as calls, emails, live chat, and social media. The ideal candidate should be technically proficient, have strong troubleshooting skills, and be committed to a customer-centric approach.
Key Responsibilities:
Technical Support: Resolve complex issues related to Cricut products, including hardware, software, and services. Provide advanced support for PCs, laptops, Macs, and mobile devices.
Customer Interaction: Offer creative solutions and simplify technical terms for members of varying technical proficiency. Engage with members through via Omnichannel to enhance their overall experience.
Documentation and Escalation: Document and escalate issues as necessary. Maintain accurate records of technical support incidents.
Performance Standards: Meet performance standards such as service ticket SLA, handle time, quality, productivity, attendance, and professionalism.
NOTE: This role includes regular and significant direct customer interaction by Voice, Chat, Messaging & even Video channels.
tl;dr: you will be talking to customers on the phone or by chat -- a lot!
NOTE: This role is an integral part of a NEW division of our company that works to liaise between our quality assurance, engineering & hardware development teams and our customers, you will spend your time working with customers, learning about our products, so that you may become an expert in all-things Cricut! This means you will join our member care department in a brand new role called Technical Support Level 3, a position that is being defined regularly as we go along. You will have regular interaction with senior members of our quality engineering team(s) and this role is intended to be a career path into a quality engineering position or other technical roles in the company.
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