Customer Service Technical Support Representative

📋 Description

• Provide inbound support for Cricut products, hardware, software, and services (voice primarily).
• Document, track, and escalate complex issues as needed.
• Respond to service tickets promptly per guidelines.
• Maintain data and records related to technical incidents.
• Manage workload to ensure member satisfaction.
• Meet SLA, handle time, quality, productivity, and attendance targets.

🎯 Requirements

• Experience in high-touch customer service and call/center environments.
• Windows/macOS: intermediate hardware/software troubleshooting.
• iOS/Android: intermediate troubleshooting for phones/tablets.
• Typing speed 40+ wpm; diagnose basic to intermediate issues.
• Strong customer care and communication skills; ability to de-escalate.
• Native/professional English (CEFR levels B2/C1).

🎁 Benefits

• Competitive benefits: medical, dental, vision; 401(k) match; PTO; tuition reimbursement.
• Annual lifestyle stipend and employee discounts.
• In-office role with collaboration in-person.