**Experienced Customer Service Technical Support Representative – Crafting a World-Class Experience for Cricut Enthusiasts**

Are you a creative problem-solver with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team at blithequark as an Experienced Customer Service Technical Support Representative. As a key member of our Member Care Representative team, you will play a vital role in providing top-notch technical support and care to our customers, empowering them to unlock their full creative potential. **About blithequark** At blithequark, we believe that everyone is born creative. We're a diverse community of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever architects of things. Our mission is to give you the power of handmade, placing beautiful, easy-to-master tools in your hands so you can make something unique, remarkable, and perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. **Job Description** As an Experienced Customer Service Technical Support Representative, you will be responsible for providing a basic to intermediate level of technical and care support for customer inquiries about blithequark products, software, and services. You will be the face of blithequark, ensuring that every customer interaction is exceptional, and our members feel valued and supported. **Key Responsibilities:** * Provide service to blithequark inbound customer inquiries regarding blithequark 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 complex 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 * Achieve all 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 all blithequark products through on-the-job training * Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical, or mechanical nature * Remain engaged with members through proper tone of voice, demonstrating a sincere interest in helping members understand how to use our products and services to meet their individual needs **Qualifications:** * One or more years of experience working in a high-touch, face-to-face customer service role, in a call/contact center, or as a customer service representative where technical support or troubleshooting is a primary job function * Intermediate knowledge of Windows and Mac operating systems, with above-average provable experience troubleshooting hardware and software issues * Intermediate troubleshooting capability for iOS and Android phones or tablets, with above-average provable experience troubleshooting hardware and software issues * Ability to accurately type 40+ wpm * Competent diagnosing basic to intermediate technical issues involving software applications and interfaces * Provable experience resolving customer-related 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 blithequark's products and services * Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy * 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 C1 (Advanced)) **Preferred Qualifications:** * Multi-lingual candidates with proficiency in English and French, Spanish, or Portuguese * Experience using blithequark products * A passion for any type of crafting **What We Offer:** * Competitive Medical, Dental, and Vision coverage * 401(k) match * Generous PTO * Yearly lifestyle stipend to support your wellness and passions * Exclusive employee discounts * A dynamic and inclusive work environment surrounded by talented and creative individuals **What We're Looking For:** * A-players who consistently exceed expectations * Individuals who thrive in dynamic environments and find joy in turning challenges into momentum * People who have a bias for urgency, set high standards, and take ownership of their work * Collaborators who elevate the people around them, communicate clearly, and give thoughtful feedback * Low-ego, high-output individuals who prioritize well and manage their time wisely **Relocation Statement:** This position is NOT eligible for relocation assistance. **What to Do Next:** If you're ready to join our team and help us craft a world-class experience for our customers, please attach your resume, cover letter, and/or include links to your portfolio or other social presence. We're an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. We participate in E-Verify. Apply now and let's make something amazing together! Apply for this job