No remote positions are available.  Note: Shifts have been updated as of 10/14/2024 We are now accepting candidates to join our world-class Member Care Representative team located in South Jordan, Utah.We are immediately hiring 4+ positions.Work Schedule: No remote positions are available. We work in-office Monday - Friday. No exceptions.
 Shift Schedules: The shift options are 8 hours, Monday - Friday between the hours of 7 am - 3:30 pm OR 10am- 6:30. 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 for two weeks after you start. Monday - Friday (8-5).Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.No remote positions are available.A Member Care 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 contact. 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 servicesDocument and escalate to internal and external teams as required to support complex support issues/requestsReply to service tickets promptly and in accordance with established guidelinesAccurately maintain associated data, files and records regarding technical support incidentsManage individual work to provide exceptional member satisfaction levels and ensure an FCR rate at 90% or higherAchieve 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 experienceProvide 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 trainingEffectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical natureRemain 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