Customer Support Agent - Rotation Team

Customer Support Agent – Rotation Team

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
Proficient with Microsoft Office Suite or related software

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

Some online game knowledge and experience preferred
Knowledge of Accounts tickets
Ability to troubleshoot Accounts ticket issues independently and as a collective