Customer Service Tier 1

Company Description

Cricut ®  is a world leader in personal electronic cutting machines that enable people to achieve their creative best. For 50 years, Cricut has sold tools that inspire creativity, including the Cricut  electronic cutting machine, Cricut Craft Room ®  design software, and the Cricut Cuttlebugâ„¢  embosser and die cutter. Today, millions of people use Cricut products to create projects, and Cricut products have won dozens of industry awards. Visit    or call (800) 937-7686.

 

Job Description

Summary:

A Contact Center Representative, Tier 1 Technical Support, is responsible for providing a basic to intermediate level of technical support to customer inquiries regarding Provo Craft products and services.   Each representative is expected to ensure that “world class” service principles and guidelines are utilized on each and every call.   These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc.   Provo Craft prides itself in offering exceptional service to its customers and our Contact Center Representatives are responsible for ensuring excellence in EVERY customer experience interaction.   Representatives are expected to increase their knowledge and understanding of Provo Craft's products, software and services by utilizing the tools and resources they are provided to answer customer questions and inquires.   They are to offer additional support for hardware and software, including trouble shooting drivers, antivirus and MUST possess a basic understanding of how to trouble shoot all Windows operating systems (experience supporting MAC users is preferred but not required).   Representatives are to demonstrate patience and the ability to effectively communicate with users at all levels of proficiency while providing unparalleled courtesy and demonstrate a willingness to assist our customers and offering creative solutions to each customer's unique situation.  

Core Duties:

• Provide service to Provo Craft inbound customer inquiries regarding Provo Craft products, hardware, software and services
• Document and escalate to internal and external teams as required to support complex support         issues/requests
• Accurately maintain  associated data, files and records regarding technical support incidents
• Manage individual work to exceptional customer satisfaction levels and ensure an FCR rate at 90% or  higher
• Achieve all requisite  performance standards including service ticket SLA, handle time, quality,         productivity, attendance, professionalism, etc
• Engage customers by offering additional products or services that will further enhance the customer experience
• Provide information and knowledge  to customers using crafting products; prefer experience using the Craftroom, Cricut Expression, Cricut Mini, Gypsy, Cricut Design Studio, etc
• Demonstrate the ability to learn and demonstrate proficiency with all Provo Craft products
• Effectively communicate  and simplify technical terms for end user consumers through simplified trouble shooting of products of a creative, technical or mechanical nature
• Remain engaged with  customers through proper tone of voice demonstrating a sincere interest in         helping consumers to further understand how to apply our products and  services to meet their individual needs
• Reply to service tickets promptly and in accordance with established guidelines

Qualifications

Qualifications:

• 1+ years experience in a customer service environment where technical support at a Tier 1 level is a primary job function
• Basic to intermediate level knowledge of Windows Desktop operating systems, Windows/Mac is required; previous experience providing support is preferred;   an advanced level knowledge is preferred but not required.
• Experience in handling technical support for Windows and Mac operating systems, anti-virus, software drivers, desktop assist software, etc
• A minimum of 2 years in a call center, inbound or outbound, handling all types of customer inquiries, returns, diffusing escalated calls, 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 customers regarding Provo Craft's products and services
• Demonstrate a positive attendance record and a commitment to arrive at work on time and when scheduled
• Must be willing to commit to schedule flexibility to allow Provo Craft to meet its customers' call patterns including evenings and Saturday work

Additional Information

Starting  pay is $14.00  an hour and  benefits are effective Date of Hire.