Customer Support Agent (Chinese Simplified)

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.

What does Blueprint do?

Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.

Why Blueprint?

At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint.

What will I be doing?

Blueprint is currently looking for a Customer Support Agent (Chinese Mandarin fluency required) to be part of their team.

The Customer Support Agent is a professional Individual contributor position that has a passion for helping better our end customer experience. The Customer Service Agent position is responsible for superior user support for our client’s customers 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 outstanding customer experience This role will align to the current work from home framework and will eventually transition to an on-site position at the Bellevue location.

Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets within the established SLA and performance guidelines
• Respond to customer tickets with relevant information and directions in an organized and concise manner
• Troubleshoot issues to help diagnose problems. Collaborate effectively to work through the troubleshooting process, ensuring customer problem resolution
• Demonstrates functional skill in communicating and explaining information to the customer with focus on first-call resolution
• Ability to 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
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• May be assigned to assist in 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:

• One year or more customer service experience preferred
• Associates degree or equivalent or relevant experience. Bachelor’s degree preferred

Skills:

• Comfortable using computers and can perform initial level troubleshooting of computer and network issues.
• Some online game knowledge and experience preferred
• Written fluency in Chinese Mandarin and English languages
• Have a customer focus mindset - career orientation towards customer service
• Typing Abilities > 40 WPM required
• Ability to maintain composure in stressful situations
• Excellent verbal and written communication skills
• 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, metric driven and at times stressful environment
• Proficient with Microsoft Office Suite or related software.

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.   

FLSA - Job Classification: Non-Exempt

Location: Bellevue, WA

Blueprint wants you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We also believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• 401k program
• Competitive PTO offerings
• Parental Leave
• Personal paid Volunteer time to support our community
• Contribute to one of our Employee Affinity Groups
• Opportunities for professional growth and development

Blueprint Technologies is an equal opportunity employer where employment is based on merit, qualifications, and professional competence