Job Description

We are now accepting candidates to join our world-class online chat representatives located in Spanish Fork, Utah. The pay is $14 per hour DOE, with benefits effective your first day of employment. We are hiring 7+ online chat positions. NO REMOTE POSITIONS ARE AVAILABLE. Based on volume we may require future work on the weekends and holidays. 

• NO REMOTE POSITIONS ARE AVAILABLE.
• An online chat representative is responsible for providing a basic to intermediate level of technical support to customer inquiries regarding Cricut® products, software and services. 
• Each representative is expected to ensure “world class” service principles and guidelines are utilized on each and every chat. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc. 
• Cricut® prides itself in offering exceptional service to its members and our representatives ensure excellence in EVERY customer experience interaction. 
• Representatives are expected to increase their knowledge and understanding of Cricut®’s products, software and services by utilizing the tools and resources provided to answer member questions and inquires. 
• Representatives offer additional support for hardware and software technical issues, including drivers, antiviruses, etc. 
• The ideal candidate possesses a basic understanding of troubleshooting all Windows and Mac 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:

• NO REMOTE POSITIONS ARE AVAILABLE.
• 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 but not required - experience using the Cricut® Maker, Cricut® Explore, Cricut® Design Space, Cricut® Expression, Cricut® Cuttlebug, etc.
• 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

• _NO REMOTE POSITIONS ARE AVAILABLE._Proven success in handling at least 3 chats simultaneously 
• Must type 40+ wpm
• 1+ years customer service experience where technical support is a primary job function
• Basic to intermediate knowledge of Windows and Mac operating systems
• Experience resolving inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
• Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
• Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut®'s products and service

Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.

Additional Information

WHAT TO DO NEXT: Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!