Internal Candidates Only – Job Description not to be shared externally

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?

Blueprint is looking for an Escalated Hardware Support Agent to be part of the team. 

The Escalated Hardware Support Agent is a professional Individual contributor position that has a passion for helping better our end customer experience. They ensure a fast, accurate, and personalized service to our customers; this includes research, investigation, and flawless resolution of escalated customer support tickets. This role displays a passion for providing an outstanding customer experience and resolving escalated customer issues while enhancing the customer experience with hardware, infrastructure, and platform.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets and troubleshoot hardware and software issues at an experienced T3 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
• Support client critical projects including testing for new product launch and post launch resolution.
• Effectively collaborates with the client to work through the troubleshooting process and shipping/logistical challenges to ensure customer problem resolution
• Handle hardware logistic issues – working with the distributor to resolve shipping issues
• Cultivate an environment of open group communication and creativity in order to stay on the cutting edge of hardware and game development
• Multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
• Consistently meet and exceed customer satisfaction and productivity metrics within a fast-paced, structured, dynamic, and high- transaction environment
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• 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
• 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 with an expert knowledge in hardware troubleshooting, and/or software/hardware testing with VR equipment experience strongly preferred 
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Familiarity with VR tracking systems, BT and IR functionality is desired 
• Experience with hardware/software diagnostic tools and methodology is also preferred 
• Knowledge of game engines functionality, such as Unity, Unreal is highly desired 
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
• Proficient with Microsoft Office Suite or related software.
• Must be meeting performance expectations of the current role (Remove for External posting).

Skills/Abilities:

• Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
• Ability to function well in a high-paced 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
• Willingness and ability to stay up to date on latest game releases, PC/VR hardware/accessories
• Proven track record of successful and professional communication to key business stakeholders Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.

Work Environment:

• The work environment is usually a traditional office, indoor setting with no exposure to outside elements. 
• This position may require a work schedule across weekends and holidays and may be subject to blackout dates which may include holidays where PTO is not approved. 
• This position requires no travel. 
• May work remotely based on adherence to the organization’s work from home policy.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the job. 

Physical Requirements: 

• The employee is frequently required to sit at a workstation for extended and lengthy periods of time. The employee will occasionally walk; will frequently use hands to finger, handle, grasp or feel; and reach with hands, wrists, or arms in repetitive motions. 
• The employee will frequently use fingers for manipulation of computers (laptop and desktops) and telephone equipment including continuous 10-key, handwriting, use of mouse (or alternative input device), use of keyboard (or alternative input device), or sporadic 10-Key, telephone or telephonic headsets. This position will also frequently use other office productivity tools such as the printer/scanner.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position requires frequent use of a computer monitor and visual acuity to perform email responses, prepare and analyze data; transcribe; extensive reading and online communication.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($24.00 - $27.25). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

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

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