Who is Blueprint?

Blueprint is a technology company that focuses on digital transformation. We specialize in cloud and infrastructure, data platform and engineering, data science and analytics, organizational modernization and customer experience optimization. We have a nationwide presence with offices across multiple regions and we serve customers in multiple industry verticals.

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, paid volunteer hours and tuition reimbursement.

What will I be doing?

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

Blueprint is looking for a Support Coordinator to join our team. The Support Coordinator is a part of a team of detail-oriented specialists, whose mission is to ensure each team and individual, both delivery and functional, have the resources, information, and tools they need to perform their job. The Support Coordinators (SC) team support the synchronized workflow for all departments within the engagement to best provide support to our client and their customers.

This individual contributor position plays a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW) with our client.

Responsibilities:

• Coordinate resource allocation between escalation levels and lines of business (LOB).
• Facilitate cross-team communication within the engagement to ensure all LOB are working together and operating smoothly.
• Together with the senior coordinators, help support issues that surface in the delivery space – this can be related to volume patterns, trends and delivery handling, tool issues, etc.
• Be the conduit between the client and delivery LOB’s to facilitate communication regarding trending issues and process/service resolution updates
• Real-time monitoring (RTM) and queue management – must have strong understanding of all aspects of the VE engagement to call pivots and adjust ticket prioritization as necessary
• As directed, work with functional teams and management to assist in the creation and documentation of support policies, processes and procedures
• Partner with all teams across the engagement to assist with or develop projects and tasks in all functions of the engagement (i.e., review training modules, create assessments, pilot programs of new releases, testing new features/releases, etc.)
• Resource allocation recommendations to ensure business coverage for gaps due to absenteeism, attrition etc.
• Under direction, facilitate and audit communications between Blueprint and Valve regarding workflow and user/customer/market trends, process refinements, and policy changes
• Allocate time into ticket handling across all levels and categories to remain proficient and relevant within the delivery space
• Responsible for reporting, building partnerships with BI Team, OPM, and other business needs.
• Other duties as assigned

Required Skills/Abilities:

Education and Experience:

• 1-2 years preferred experience within a customer support environment
• High school diploma. Bachelor’s Degree preferred
• Familiarity with programing languages and/or programming logic a plus

Other Skills

• Exceptional written and verbal communication skills
• Must be able to work in a fast-paced metric driven and often ambiguous environment
• Excellent interpersonal, organizational and relationship building skills
• Ability to build collaborative partnerships with internal and external stakeholders
• Proficiency with MS Office and SharePoint
• Strong capability in understanding data, numbers and visualization and ability to tailor that data depending on the audience
• Strong problem solving and business decision making abilities
• Must be detail oriented with strong analytical skills
• Able to prioritize tasks and manage multiple priorities at one time
• Maintain poise, diplomacy, and professionalism at all times
• Must be able to work in a fluid, multi-cultural, close-working, diverse environment
• Must be able to work during holidays, weekends and blackout periods as applicable

Blueprint Technologies is an Equal Opportunity Employer

FLSA - Job Classification: Exempt , Full Time Position

Location: Bellevue, WA