Customer Service Technical Support Representative

Cricut empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power of handmade into the hands of all.

About the role

Cricut is looking for passionate crafters who are extremely comfortable with technology and love helping people. This position is a local, fully in-office role requiring attendance five days per week in South Jordan, Utah. We are primarily a call center with the potential for email and chat support.

Training is onsite daily, Monday - Friday 10am – 6:30pm for up to four weeks. A Member Care Representative provides basic to intermediate technical and customer care support for inquiries related to Cricut® products, software, and services. Representatives deliver “world-class” service on every interaction by following established service principles and guidelines.

This role includes troubleshooting hardware and software technical issues, such as drivers, antivirus programs, and related system concerns. The ideal candidate has a foundational understanding of troubleshooting Windows, Mac, iOS, and Android operating systems.

Responsibilities

• Provide inbound customer support for Cricut® products, hardware, software, and services (primarily voice, with potential for email and chat support).
• Document, track, and escalate complex issues to internal and external teams as needed.
• Respond to service tickets promptly in accordance with established guidelines.
• Accurately maintain data, files, and records related to technical support incidents.
• Manage individual workload to ensure exceptional member satisfaction.
• Meet all performance standards, including service level agreements (SLA), handle time, quality, productivity, attendance, and professionalism metrics.
• Educate members on additional products and services to enhance their overall experience.
• Provide clear “how-to” guidance for members using Cricut crafting products.
• Develop and demonstrate proficiency across all Cricut® products through on-the-job training.
• Communicate technical concepts in a clear and simplified manner while troubleshooting creative, technical, or mechanical products.
• Maintain an engaged, professional tone of voice that reflects genuine interest in helping members understand and successfully use our products and services.

Requirements

• One or more years of experience in one of the following:
  • A high-touch, face-to-face customer service role
  • A call or contact center environment
  • A customer service position where technical support or troubleshooting was a primary responsibility
• Intermediate knowledge of Windows and macOS with demonstrated experience troubleshooting hardware and software issues.
• Intermediate troubleshooting capability for iOS and Android phones and tablets, with proven experience resolving hardware and software issues.
• Ability to type accurately at 40+ words per minute.
• Competency diagnosing basic to intermediate technical issues involving software applications and user interfaces.
• Proven experience resolving customer issues, including inbound and/or outbound inquiries, returns, and de-escalation of escalated situations.
• Strong interpersonal skills and a commitment to delivering accurate information regarding Cricut® products and services.
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy.
• Demonstrated ownership of customer situations from initial contact through full resolution.
• Upper-intermediate to advanced spoken and written English (U.S.) proficiency at a native or professional level (minimum B2 – Upper Intermediate or C1 – Advanced CEFR level).

Qualifications

• Multilingual candidates proficient in English and French, and/or Spanish or Portuguese (native or professional level, B2 or higher CEFR).
• Experience using Cricut® products.
• A passion for crafting.

Schedule

• In-office; Monday - Friday, 8-hour shift between 10:00am – 6:30pm.
• Depending on business volume, weekend and holiday work may be required in the future, with appropriate notice and compensation (where applicable).

Benefits

• Competitive Medical, Dental, and Vision coverage.
• 401(k) match.
• Generous PTO.
• Tuition reimbursement.
• Yearly lifestyle stipend to support your wellness and passions.
• Exclusive employee discounts.

This position is not eligible for relocation assistance.