Blueprint is a technology solutions firm headquartered in Bellevue, Washington, focused on leveraging technology to create additional revenue streams for organizations. The Customer Support Agent will provide superior user support to clients' customers, ensuring fast, accurate, and personalized service while managing support tickets and troubleshooting issues.
Responsibilities
- Deliver world-class customer service by following established departmental policies, processes, and standards
- Manage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolution
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
- May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
- Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues. May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
- Monitor client facing tools (MatterMost) and keep up with client updates and directives
- Respond to customer help requests escalated from Tier 2 Agents and address the customer’s needs, complaints, and other issues
- Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user
- May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space
- Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
- May be assigned to assist in other ticket queues as needed
- Additional duties and special projects as assigned
Skills
- One year or more customer service experience or equivalent required
- Associates degree or equivalent or relevant experience. Bachelor's degree preferred
- Comfortable using computers and can perform initial level troubleshooting of computer and network issues
- Ability to maintain composure in stressful situations
- Have a customer focus mindset - career orientation towards customer service
- Excellent verbal and written communication skills
- Written fluency in English and Spanish language
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Strong problem-solving skills
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Ability to maintain client productivity standards
- Must work a hybrid schedule, two in-office days per week in alignment with the organization's work-from-home policy
- Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved
- Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements
- Ability to sit at a workstation for extended periods, engaging with content on a monitor
- Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm
- Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients
- Role may require the ability to communicate in written form other languages as specified based on engagement requirements
- Openness to receiving constructive feedback and maintaining courtesy in interactions
- Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations
- Bachelor's degree preferred
- Some online game knowledge and experience preferred
- Knowledge of Accounts tickets
- Ability to troubleshoot Accounts ticket issues independently and as a collective
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