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Customer Service Representative (Technical Support)
Full-Time | On-Site | Frequent Travel Required
Location: Mt. Crawford, VA
Company: Power Monitors, Inc.

About the Role:

Power Monitors, Inc. (PMI) is looking for a Customer Service Representative with strong technical skills to join our team. This isn't your typical call center job-we're looking for someone who can support customers using advanced electrical monitoring tools and software. You'll troubleshoot PC and device issues, test new products, and provide excellent service both remotely and onsite.

This is a full-time, in-person position with frequent overnight travel to visit and support our customers.

Key Responsibilities:

• Provide technical support for PMI's software and hardware products via phone, email, and onsite visits.
• Troubleshoot PC-related issues including drivers, connectivity, and security settings.
• Test new and existing hardware/software for performance and reliability.
• Write and update user manuals and product documentation.
• Work closely with engineering and development teams to improve products and support.
• Travel overnight to customer locations as needed.

• Strong PC troubleshooting skills (Windows OS, networks, device drivers, etc.).
• Excellent communication and customer service skills.
• Ability to explain technical concepts clearly to customers.
• Background in electrical systems or experience in the utility industry is a plus.
• Must be comfortable with frequent overnight travel.

• Work with cutting-edge products and technology
• Be part of a supportive, fast-growing company
• Collaborate with passionate professionals
• Travel opportunities to support nationwide customers

• Provide Tier 1 and Tier 2 support for mobile devices, HSI, SIM/eSIM provisioning, and business network connectivity.
• Troubleshoot device setup, activation, firmware/software updates, and application configuration.
• Diagnose and resolve connectivity issues, including LTE/5G service, HSI gateway problems, Wi-Fi configuration, and equipment resets.
• Support APN settings, VoLTE, hotspot tethering, and other device-related network features.
• Process and assist with SIM/eSIM activation, replacement, and multi-line device management.
• Manage end-to-end troubleshooting tickets, including case creation, escalation, resolution, and follow-up.
• Collaborate with internal teams and customer IT contacts to resolve complex cases involving cellular or business HSI issues.
• Provide clear and proactive communication with customers, ensuring they are informed through every stage of the troubleshooting and resolution process.

• Proficiency in troubleshooting mobile devices, SIM/eSIM activation, and device provisioning for business accounts.
• Strong knowledge of cellular connectivity (LTE/5G), device APN configuration, and related services (VoLTE, hotspot, tethering).
• Experience with High-Speed Internet (HSI) equipment, including gateways, routers, modems, and Wi-Fi networks.
• Ability to diagnose network-related issues, including signal strength, coverage, latency, and throughput.
• Familiarity with enterprise tools for device management.
• Basic understanding of business device integration with email servers, VPNs, and network authentication.
• Proficiency with ticketing and case management systems.
• Strong customer service skills with a focus on empathy, clear communication, and resolution follow-up.

• This role places a high emphasis on customer satisfaction and resolution ownership:
• Take complete ownership of each case until it is resolved to the customer's satisfaction.
• Follow up proactively to ensure successful outcomes and reduce business downtime.
• Deliver clear instructions and guidance, ensuring customers feel confident and supported.
• Build strong trust with business clients through professionalism and solution-driven support.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

• Phoenix, AZ 85029 (Required)

• Provide support for mobile devices, high-speed internet (HSI), and SIM/eSIM activation for businesses.
• Help with setting up devices, activating them, updating software, and configuring applications.
• Fix connectivity problems with LTE/5G, HSI gateways, and Wi-Fi.
• Support settings for Access Point Names (APN), Voice over LTE (VoLTE), and mobile hotspots.
• Assist with activating, replacing, and managing multiple SIM/eSIMs.
• Handle troubleshooting tickets from start to finish, including creating cases and following up.
• Work with internal teams and IT customers to solve complex issues.
• Communicate clearly with customers and keep them updated throughout the troubleshooting process.

Pearsons Online & Blended Learning K-12 group provides high-quality, highly accountable online education solutions to schools, school districts and students in grades K-12. It serves families and schools with a variety of digital learning and online Technical Support, Customer Service, Service Tech, Technical, Support, Administrator

Cricut makes smart cutting machines that work with an easy-to-use app, an ever-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 believe 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 Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here's the remarkable truth: When we all make together, we make all things possible.

Let's Make!

This 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 8am 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 Cricut 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.
• Cricut 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 Cricut'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 all 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 Cricut inbound customer inquiries regarding Cricut 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 Cricut 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

Requirements:

• 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 provable experience troubleshooting hardware and software issues
• Android and IOS: 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

Required Customer Care & Communications Experience:

• 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 Cricut'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) level)

Preferred Qualifications

Multi-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 make 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 better) to be considered a multi-lingual candidate.
• Experience using Cricut Products
• A passion for any type of crafting

We've got you covered

At Cricut, we take care of our people. Enjoy competitive Medical, Dental, and Vision coverage, a 401(k) match, generous PTO, and a yearly lifestyle stipend to support your wellness and passions. You'll also get exclusive employee discountsand best of all, you'll be surrounded by some of the most talented and creative individuals out there.

A Quick Note Before You Apply

Cricut is in a powerful chapter of transformation. We're evolving fastrefining our strategy, growing our teams, and raising the bar across the board. This is an incredible opportunity for the right kind of personbut it's not for everyone.

We're looking for A-playerspeople who don't just meet expectations, but consistently exceed them. If you thrive in dynamic environments and find joy in turning challenges into momentum, keep reading. Here's what makes someone a great fit for this role (and for this moment at Cricut): You have a bias for urgency. You don't wait for perfect clarity to take actionyou start, learn, and adjust. You believe that speed matters, especially when paired with thoughtfulness. You ask: "

• Provide outstanding customer support via phone, email, and chat.
• Troubleshoot and resolve technical issues reported by customers.
• Guide customers through product features and functionalities.
• Document customer interactions and resolutions in a CRM system.
• Escalate unresolved issues to senior support staff or relevant departments.
• Contribute to the creation and maintenance of support articles and FAQs.
• Identify trends in customer issues and provide feedback for product improvement.
• Maintain a high level of customer satisfaction.
• Adhere to support SLAs and company policies.
• Continuously learn about product updates and new features.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Previous experience in customer service or technical support.
• Excellent communication, listening, and problem-solving skills.
• Familiarity with CRM software and ticketing systems.
• Ability to explain technical concepts clearly and concisely.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage time effectively in a remote setting.
• Patience and empathy in dealing with customer issues.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues with software, hardware, and network connectivity.
• Guide customers through step-by-step solutions to resolve their technical problems.
• Document all customer interactions, issues, and resolutions accurately in the ticketing system.
• Escalate complex issues to senior support staff or specialized teams when necessary.
• Educate customers on product features and best practices to prevent future issues.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Stay updated on product knowledge, common issues, and troubleshooting techniques.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to the product and engineering teams.

• High School Diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 1-2 years of experience in customer service or technical support role.
• Proficiency in troubleshooting common computer hardware, software, and network issues.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to explain technical concepts in a clear and concise manner to non-technical users.
• Patience and empathy when dealing with customers facing technical difficulties.
• Familiarity with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow) is preferred.
• Ability to work effectively in a team environment.
• Positive attitude and a strong commitment to customer satisfaction.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide technical assistance and troubleshooting for product-related issues.
• Guide customers through product setup, usage, and feature explanations.
• Identify and escalate complex technical issues to appropriate support tiers or departments.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Educate customers on product features, benefits, and available support resources.
• Contribute to the knowledge base by documenting common issues and solutions.
• Gather customer feedback to help improve products and services.
• Achieve and exceed performance metrics, including customer satisfaction scores and resolution times.
• Collaborate with team members and supervisors remotely to share best practices and address challenges.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer service or technical support role.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and troubleshooting abilities.
• Patience and empathy when dealing with customer issues.
• Proficiency in using computers, CRM software, and common office applications.
• Ability to work independently and manage time effectively in a remote environment.
• A reliable high-speed internet connection and a quiet, dedicated workspace.
• Ability to learn new technologies and product information quickly.
• A positive attitude and a commitment to delivering exceptional customer experiences.

• Provide exceptional customer service and technical support to users via multiple channels (phone, email, chat).
• Troubleshoot and resolve software-related issues, guiding customers through solutions.
• Accurately diagnose technical problems and escalate to appropriate teams when necessary.
• Maintain detailed records of customer interactions and issue resolution in the CRM system.
• Contribute to the creation and maintenance of a comprehensive knowledge base.
• Identify trends in customer inquiries and provide feedback to product development teams.
• Ensure customer satisfaction by delivering timely and effective solutions.
• Adhere to service level agreements (SLAs) and company support policies.
• Stay up-to-date with product updates and new features.
• Collaborate with team members to share knowledge and best practices.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong understanding of software applications and common technical issues.
• Excellent verbal and written communication skills.
• Exceptional problem-solving and active listening skills.
• Ability to work effectively both independently and as part of a team.
• Patience, empathy, and a customer-centric attitude.
• Ability to manage time effectively and prioritize tasks in a hybrid work environment.