Expert Technical Support Representative (Tier 3)

Job Description

Cricut is seeking an Expert Technical Support Representative (Tier 3) who will be instrumental in providing top-tier service and resolving complex technical issues for their members. 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 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.