Experienced Customer Service Technical Support Representative – Crafting a World-Class Experience for careerzynith Members
At careerzynith, we're passionate about empowering creativity and self-expression through innovative products and exceptional customer service. As a Customer Service Technical Support Representative, you'll play a vital role in delivering world-class support to our members, helping them unlock their full potential and achieve their crafting goals.
**About careerzynith**
careerzynith is a leading provider of smart cutting machines, crafting essentials, and creative software solutions. Our mission is to make the power of handmade accessible to everyone, regardless of skill level or experience. We believe that creativity is a fundamental human right, and our products and services are designed to inspire, educate, and empower our members to make something truly unique and meaningful.
**Job Description**
We're seeking an experienced Customer Service Technical Support Representative to join our team in South Jordan, UT. As a key member of our Member Care Representative team, you'll be responsible for providing exceptional technical support to our members, resolving complex issues, and delivering a world-class customer experience.
**Key Responsibilities**
* Provide technical support to members via phone, email, and chat, resolving issues related to careerzynith products, software, and services
* Document and escalate complex support issues to internal and external teams as required
* Maintain accurate records and data related to technical support incidents
* Achieve performance standards, including service ticket SLA, handle time, quality, productivity, attendance, and professionalism
* Engage members by offering education on additional products or services to enhance their crafting experience
* Provide how-to information and knowledge to members using careerzynith products
* Demonstrate proficiency with all careerzynith products through on-the-job training
* Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical, or mechanical nature
**Requirements**
* 1+ years of experience in a high-touch, face-to-face customer service role, call center, or customer service representative position with technical support or troubleshooting as a primary job function
* Intermediate knowledge of Windows and Mac operating systems, 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
* Sound interpersonal skills and a commitment to providing accurate information to members regarding careerzynith products and services
* Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy
* 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 careerzynith 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
* Opportunity to work with a talented and creative team
* Collaborative and dynamic work environment
**What We're Looking For**
* A bias for urgency and a willingness to take action
* A commitment to delivering high-quality work and exceeding expectations
* Strong communication and interpersonal skills
* Ability to navigate complex issues and provide creative solutions
* Passion for crafting and a desire to help others achieve their creative goals
**How to Apply**
If you're a motivated and customer-focused individual with a passion for crafting and technical support, we encourage you to apply for this exciting opportunity. Please attach your resume, cover letter, and/or include links to your portfolio or other social presence. We're an equal opportunity employer and celebrate diversity and inclusion in the workplace.
**Location**
South Jordan, UT
**Expected Salary**
Competitive salary range based on experience and qualifications
**Apply Now**
Apply for the job now!
Apply for this job
**About careerzynith**
careerzynith is a leading provider of smart cutting machines, crafting essentials, and creative software solutions. Our mission is to make the power of handmade accessible to everyone, regardless of skill level or experience. We believe that creativity is a fundamental human right, and our products and services are designed to inspire, educate, and empower our members to make something truly unique and meaningful.
**Job Description**
We're seeking an experienced Customer Service Technical Support Representative to join our team in South Jordan, UT. As a key member of our Member Care Representative team, you'll be responsible for providing exceptional technical support to our members, resolving complex issues, and delivering a world-class customer experience.
**Key Responsibilities**
* Provide technical support to members via phone, email, and chat, resolving issues related to careerzynith products, software, and services
* Document and escalate complex support issues to internal and external teams as required
* Maintain accurate records and data related to technical support incidents
* Achieve performance standards, including service ticket SLA, handle time, quality, productivity, attendance, and professionalism
* Engage members by offering education on additional products or services to enhance their crafting experience
* Provide how-to information and knowledge to members using careerzynith products
* Demonstrate proficiency with all careerzynith products through on-the-job training
* Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical, or mechanical nature
**Requirements**
* 1+ years of experience in a high-touch, face-to-face customer service role, call center, or customer service representative position with technical support or troubleshooting as a primary job function
* Intermediate knowledge of Windows and Mac operating systems, 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
* Sound interpersonal skills and a commitment to providing accurate information to members regarding careerzynith products and services
* Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy
* 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 careerzynith 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
* Opportunity to work with a talented and creative team
* Collaborative and dynamic work environment
**What We're Looking For**
* A bias for urgency and a willingness to take action
* A commitment to delivering high-quality work and exceeding expectations
* Strong communication and interpersonal skills
* Ability to navigate complex issues and provide creative solutions
* Passion for crafting and a desire to help others achieve their creative goals
**How to Apply**
If you're a motivated and customer-focused individual with a passion for crafting and technical support, we encourage you to apply for this exciting opportunity. Please attach your resume, cover letter, and/or include links to your portfolio or other social presence. We're an equal opportunity employer and celebrate diversity and inclusion in the workplace.
**Location**
South Jordan, UT
**Expected Salary**
Competitive salary range based on experience and qualifications
**Apply Now**
Apply for the job now!
Apply for this job