(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 Fraud Customer (Billing) Support Agent (English fluency required) to be part of the team.

The Escalated Fraud Customer (Billing) Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. We are looking for an experienced, highly organized, support professional who will play a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW). The Escalated Fraud Customer Support Agent will also be in direct contact with our client.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to Fraud tickets within the established SLA and performance guidelines 
• Respond to Fraud 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
• Assist customers with purchase and refund issues, subscriptions, payment processing issues, licensing, fraud, chargebacks 
• Investigate and lock accounts for fraud 
• Identify trends and inaccuracies within the Steam store and forward to the client 
• Multitask between multiple tools and systems 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 
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution. 
• Monitor client facing tools (Matter Most) and keep up with client updates and directives
• 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
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• 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
• 6 months of experience in the Billing queue and exhibit a thorough understanding of the Billing queue through ticket work
• Written and verbal fluency in English language required
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
• Must be meeting performance expectations of the current role (Remove for External posting)
• Proficient with Microsoft Office Suite or related software
• Prior econ ticket experience is a plus.

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 and interest in conducting research on unlawful activity and utilizing resources to resolve customer inquiries
• Ability to shift approach between vastly different ticket styles. Use LOB expertise to pivot and align response based on the type of ticket (customer v/s fraud). Exercise judgment around extremely sensitive decisions that can set precedent and potentially face public scrutiny
• Expertly build narratives around fraud trends to help identify and protect client and customer assets. 
• Strong analytical skills, excellent pattern recognition, and comfort with large data sets
• Familiarity with online video game marketplaces and online gaming 
• Understanding of gaming culture, especially games with economies (MMOs for example) and auxiliary websites (such as those created by gold farmers and other scams)
• Excellent interpersonal, organizational and relationship building skills
• Able to perform with little or ambiguous guidance
• Able to prioritize tasks and manage multiple priorities simultaneously
• Able to de-escalate customer complaints
• Must be able to work in a fluid, multi-cultural, close-working, diverse environment
• 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 organizations 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 - $27.50). 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.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

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

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