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Customer Support Agent – Rotation Team
| Company | Blueprint Technologies |
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| Location | Bellevue, WA, USA |
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| Salary | $23 – $25.5 |
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| Type | Full-Time |
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| Degrees | Associate’s |
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| Experience Level | Junior |
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Requirements
- One year or more customer service experience or equivalent required
- Associates degree or equivalent or relevant experience. Bachelor’s degree preferred
- Comfortable using computers and can perform initial level troubleshooting of computer and network issues.
- Written fluency in English and Portuguese language
- 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 and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Ability to maintain client productivity standards
Responsibilities
- Deliver world-class customer service by following established departmental policies, processes, and standards
- Manage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolution.
- Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems.
- May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
- Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues.
- Monitor client facing tools (MatterMost) and keep up with client updates and directives
- Respond to customer help requests escalated from Tier 2 Agents and address the customer’s needs, complaints, and other issues.
- Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user.
- May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space.
- Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
- May be assigned to assist in other ticket queues as needed
- Additional duties and special projects as assigned
Preferred Qualifications
- Some online game knowledge and experience preferred
- Knowledge of Accounts tickets
- Ability to troubleshoot Accounts ticket issues independently and as a collective
