Technical Support Specialist
2 days ago
Cricut is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our Member Care department, you will be responsible for providing top-tier technical support to our customers.
Key Responsibilities:- Resolve complex technical issues related to Cricut products, including hardware, software, and services.
- Provide advanced support for PCs, laptops, Macs, and mobile devices.
- Offer creative solutions and simplify technical terms for customers of varying technical proficiency.
- Document and escalate issues as necessary.
- Meet performance standards such as service ticket SLA, handle time, quality, productivity, attendance, and professionalism.
- Minimum 3-5 years of experience in a technical support role or similar.
- Strong troubleshooting skills across multiple systems (iOS, Android, Windows, Mac).
- Experience in analyzing logs and debugging using browser debugging tools.
- Familiarity with design tools (Adobe, Illustrator, Canva, Procreate) and various image types (JPG, SVG, PNG, GIF, DXF, HEIC, BMP).
- Ability to perform root cause analysis.
- Excellent verbal and written communication skills for multiple contact channels (voice, chat, email, social media).
- Critical thinking and innovative solutions for complex issues.
- Commitment to a unique, customer-centric approach to resolving issues.
- Spanish/Portuguese language skills.
- Experience troubleshooting printers and plotters.
- Experience using Cricut products (Cricut Maker, Cricut Explore, Cricut Design Space, Cricut Expression, Cricut Cuttlebug).
Full-time employee, hybrid (T, W, Th in office and M, F remotely or in office).
Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.
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