Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

Why Blueprint?

We are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, 401k, and paid volunteer hours.

What will I be doing?

(Internal Candidates Only – Job Description not to be shared externally)

Blueprint is currently looking for anEscalated (Billing) Customer Support Agent (Ukrainian fluency required) to be part of the team. The Escalated (Billing) Customer Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Escalated Customer Service Agent position is responsible for superior user support for our client’s customers, resolving escalated (Tier 3) customer issues, with a goal to exceed our client’s expectations as well as the expectations of their users. This role displays a passion for providing an optimal customer experience through the utilization of critical thinking and problem-solving skills.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets at an experienced Tier 3 level requiring independent resolution and judgement within the established SLA and performance guidelines for LOB
• Respond to customer tickets with relevant information and directions in an organized and concise manner
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
• Communicate and explain information to the customer in writing with a focus on first-time resolution.
• Multitask between multiple tools and systems and apply information and knowledge to customer situations.
• Consistently meet and exceed customer satisfaction and productivity metrics
• Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic, and high- transaction environment.
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• Effectively collaborates with the client to work through troubleshooting processes and customer focused resolutions
• Will research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• Monitor client facing tools and keep up with client updates and directives
• May work with TL, manager, and the client to assist in monitoring and reporting of trends in your primary LOB
• May be assigned to assist in other ticket queues as needed
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

Qualifications:

• A minimum of 1 year of customer service experience
• 1 years in customer support and/or technical troubleshooting
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in Ukrainian required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and capable with troubleshooting computer and network issues
• Proficient with Microsoft Office Suite or related software.

Skills/Abilities:

• Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
• Ability to function well in a high-paced, metric driven and at times stressful environment
• Have a customer focus mindset - career orientation towards customer service
• Excellent time management skills with a proven ability to meet deadlines
• Ability to apply critical thinking skills, conduct research and utilize resources to resolve customer inquiries
• Ability to receive and apply constructive feedback
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.
• Some online game knowledge and experience preferred

Essential Functions:

Availability:

• 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.

Physical Requirements:

• 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.

Communication and Collaboration:

• 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.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Accessibility Accommodations:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)