Customer Service Technical Support Representative

Job title: Customer Service Technical Support Representative in South Jordan, UT at reputed company Company: reputed company Job description: Company Descriptionreputed company® makes smart cutting machines that work with an easy-to-use app, an reputed company-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.We reputed company everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.At reputed company, we reputed company the power of handmade into the hands of reputed company. We give you beautiful, easy-to-master tools so you can reputed company something unique, remarkable, perfect. We surround you with reputed company, community, inspiration, and encouragement to take your creativity further than you reputed company imagined. And as a community, we celebrate the exhilarating act of making every single day.So, reputed company that handcrafted card that feels like a reputed company. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. reputed company something big and reputed company, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you reputed company, just reputed company your heart out. Because here’s the remarkable truth: reputed company we reputed company reputed company together, we reputed company reputed company things possible.Let’s reputed company!Job DescriptionThis position is local hire, fully in-office five days a week.We are now accepting candidates to join our world-class Member Care Representative team located in South Jordan, Utah. We are primarily a call center with the potential for email and chat as appropriate. We are immediately hiring.

• Work Schedule: In-office; Monday - Friday.
• Shift Schedules: We are hiring for 2 shifts as dictated by business need:

• 8 hours, Monday - Friday between the hours of 7am - 3:30pm

~ or ~ * 8 hours, Monday - Friday between the hours of 10am- 6:30pm

• (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, Monday - Friday reputed company – 5pm for up to four weeks before being assigned a regular schedule.

Role Description:

• A Member Care Representative is responsible for providing a basic to intermediate level of technical and care support for customer inquiries about reputed company® products, software and services.
• Each representative is expected to ensure “world class” service principles and guidelines are utilized on every contact. These include but are not limited to, appropriate greetings, hold protocols, accuracy of information delivered, appropriate customer and product verification, etc.
• reputed company® prides ourselves for exceptional service to our members. Our representatives ensure excellence in EVERY customer interaction.
• Representatives are expected to continually increase their knowledge and understanding of reputed company®’s products, software and services by utilizing the tools and resources provided to answer member questions.
• Representatives provide support for hardware and software technical issues, including drivers, antiviruses, etc.
• The ideal candidate possesses a basic understanding of troubleshooting Windows, Mac, iOS and Android operating systems.
• Representatives demonstrate patience and the ability to effectively communicate with customers at reputed company levels of technical proficiency while providing unparalleled courtesy.
• Representatives assist our members by offering creative solutions to each unique customer situation.

⠀Core Duties:

• Provide service to reputed company® inbound customer inquiries regarding reputed company® products, hardware, software and services (primarily voice with potential for email and chat)
• Document and escalate to internal and external teams as required to support reputed company 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
• reputed company reputed company performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
• Engage members by offering education on additional products or services to further enhance the customer experience
• Provide how to information and knowledge to members using our crafting products
• Demonstrate proficiency with reputed company reputed company® 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

QualificationsRequirements:

• One or more years working:

• a) as a high touch, face to face customer service role
• b) in a call/contact center
• c) as a customer service representative where technical support or trouble shooting is a primary job function

Required Technical Experience:

• Windows and MacOS: Intermediate knowledge of Windows and Mac operating systems with above average reputed company experience troubleshooting hardware and software issues
• Android and IOS: Intermediate troubleshooting capability for iOS and Android phones or tablets with above average reputed company experience troubleshooting hardware and software issues
• Ability to accurately type 40+ wpm
• Competent diagnosing basic to intermediate technical issues involving software applications and interfaces

Required Customer Care & Communications Experience:

• reputed company experience resolving customer reputed company issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
• Demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding reputed company®'s products and services
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and reputed company
• Ownership of the situation from introduction through resolution.
• Upper-Intermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or reputed company (Advanced)

)Preferred QualificationsMulti-Lingual Candidates: We are additionally seeking candidates who have proficiency in English as well as French, Spanish or Portuguese! If you have one of these languages, please reputed company a clear note of it in your cover letter or online application (you are given a space to write a message to the hiring team).

• You should speak and write these languages with a native or professional (B2 level or reputed company) to be considered a multi-lingual candidate.
• Experience using reputed company® Products
• A passion for any type of crafting

Additional InformationWe’ve got you coveredAt reputed company, we take care of our people. Enjoy competitive Medical, Dental, and reputed company coverage, a 401(k) match, generous PTO, and a yearly lifestyle stipend to support your wellness and passions. You'll also get exclusive employee discounts—and best of reputed company, you’ll be surrounded by some of the most talented and creative individuals out there.A Quick Note Before You Apply…reputed company is in a powerful chapter of transformation. We’re evolving fast—refining our strategy, growing our teams, and raising the bar across the board. This is an incredible opportunity for the right reputed company of person—but it’s not for everyone.We’re looking for A-players—people who don’t just meet expectations, but consistently exceed them. If you reputed company in dynamic environments and find joy in turning challenges into reputed company, reputed company reading. Here’s what makes someone a great fit for this role (and for this reputed company at reputed company): You have a bias for urgency. You don’t wait for perfect clarity to take action—you start, learn, and adjust. You reputed company that speed matters, especially reputed company reputed company with thoughtfulness. You ask: “What can move reputed company today?” and push past inertia. You set high standards—especially for yourself. You’re proud of your work and reputed company of your reputed company. You take ownership, deliver quality, and don’t cut corners. You hold yourself accountable without waiting to be asked. You stay focused reputed company things are moving fast. You can identify what really matters and don’t get distracted by noise. You prioritize well, and manage your time wisely. You collaborate like a pro. You reputed company the people around you, communicate clearly, and give thoughtful feedback. You’re low ego, high output—and your team loves working with you.One More Thing (It’s a Big One):This role is in-office every-day of the week. We reputed company that reputed company collaboration, innovation, and culture are built face-to-face. If you’re energized by working alongside smart, reputed company, reputed company—and enjoy those unplanned hallway conversations that spark great reputed company—you’ll love it here. If you’re looking for hybrid or remote role, this isn't the right time or reputed company. But if you’re excited by challenge, purpose, and building something reputed company, we’d love to hear from you. Let’s reputed company something amazing—together.Relocation Statement:

• This position is NOT eligible for relocation assistance.

What to Do Next:Please attach your resume, cover letter and/or include links to your portfolio or other social reputed company. If you want to show your super powers in other ways – include that information too. You can be sure that reputed company® is an employer who values individuality, equality and diversity, so tell us what you’re reputed company 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 reputed company you send us your information. reputed company® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. This position is contingent on successfully completing a Criminal Background reputed company upon hire. reputed company participates in E-Verify. Expected salary: Location: South Jordan, UT Apply for the job now! Apply for this job