Customer Support Agent - at Blueprint Technologies

About The Role

&lt;div class=&quot;content-intro&quot;&gt;&lt;p&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;About Blueprint&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better. We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;At Blueprint, you’ll work alongside talented people with different experiences, expertise, and perspectives. You’ll have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 18pt; color: rgb(57, 116, 216);&quot;&gt;Bring your perspective. Raise the standard. Build what matters.&lt;/span&gt;&lt;/strong&gt;&lt;/p&gt;&lt;/div&gt;&lt;p&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;About the Role&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;We’re looking for a &lt;strong&gt;Customer Support Agent &lt;/strong&gt;with fluency in &lt;strong&gt;Russian&lt;/strong&gt; to join our Bench Team. In this individual-contributor role, you’ll provide fast, accurate, and personalized support to customers through research, investigation, troubleshooting, and effective resolution.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;You’ll work within a fast-paced, structured support environment where clear communication, critical thinking, and consistent performance are essential. Your goal will be to resolve customer needs efficiently while meeting client expectations for service, quality, productivity, and customer satisfaction.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;What You&#39;ll Do&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Deliver high-quality customer service by following established departmental policies, processes, and support standards.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Manage and respond to customer-support tickets within established service-level agreements, client standards, and performance guidelines.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Focus on accurate and efficient first-contact resolution whenever possible.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Follow established troubleshooting procedures and use approved resources, knowledge documentation, and desktop tools to diagnose and resolve customer issues.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Work across multiple tools, systems, knowledge bases, and communication channels while applying available information to individual customer situations.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Assist with creating and updating knowledge-base articles.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Contribute to team development through active collaboration, knowledge sharing, and issue resolution.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Coordinate with internal teams to provide feedback, identify trends, report recurring concerns, and resolve customer issues.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Research and resolve escalated issues within the approved scope of the role.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Serve as a point of escalation for customer inquiries when assigned.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Monitor client-facing communication tools, including Mattermost, and remain current on client updates and directives.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Respond to customer requests escalated by Tier 2 agents and address customer needs, complaints, and account-related concerns.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Use critical thinking and sound judgment to determine appropriate next steps and support positive outcomes for the client and customer.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Support managers with onboarding new and existing agents into the Escalated Accounts workflow when assigned.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Demonstrate Blueprint’s values through daily interactions with customers, clients, and colleagues.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Provide support across additional ticket queues based on business needs.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Support additional customer-experience initiatives and projects as assigned.&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;What You&#39;ll Bring&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;At least one year of customer-service experience or equivalent relevant experience.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Associate degree or equivalent combination of education and relevant experience.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Written fluency in English and Russian.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Strong written communication skills and the ability to provide clear, accurate, and professional customer responses.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Experience using computers and working across multiple systems and support tools.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to perform initial troubleshooting of common computer and network issues.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to remain composed and professional when handling stressful or complex customer situations.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Strong customer focus and a genuine interest in helping people resolve problems.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Excellent interpersonal, organizational, and customer-service skills.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Strong attention to detail and time-management skills.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to meet deadlines, client productivity standards, and service expectations.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Strong critical-thinking, research, and problem-solving skills.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to receive, apply, and grow from constructive feedback.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Proficiency with Microsoft Office or related productivity software.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to work independently, use sound judgment, and seek guidance when appropriate.&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Preferred Qualifications&lt;/span&gt;&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Bachelor’s degree.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Knowledge of or interest in online gaming.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Experience working with account-related support tickets.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Ability to troubleshoot account-related ticket issues independently and collaboratively.&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Experience working with ticketing systems or customer-support platforms.&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Schedule and Work Requirements&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;This role may require scheduled coverage during weekends and holidays based on business and customer-support needs.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Work schedules may change based on operational requirements.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Time-off availability may be limited during peak business periods to maintain appropriate customer coverage.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Compensation&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;For candidates based in Washington State, the anticipated compensation range is &lt;strong&gt;$23.00 to $25.50 USD per hour&lt;/strong&gt;. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final compensation and job title may vary depending on the selected candidate’s qualifications.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Location and Work Arrangement&lt;/span&gt;&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Bellevue, Washington&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;This is a hybrid role that generally requires two days per week in the Bellevue office, with additional flexibility based on Blueprint’s work-from-home policy and business needs.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;p&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Benefits&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Blueprint believes that healthy, supported employees do their best work. Eligible employees have access to a comprehensive benefits package that may include:&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Medical, dental, and vision coverage&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Flexible Spending Account (FSA)&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;401(k) retirement plan&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Competitive paid time off&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Parental leave&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Professional growth and development opportunities&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Benefits and eligibility may vary based on role, employment status, and location.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Equal Employment Opportunity&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;Blueprint Technologies, LLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital or familial status, military or veteran status, citizenship status, or any other characteristic protected by applicable law.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;color: rgb(57, 116, 216);&quot;&gt;&lt;strong&gt;&lt;span style=&quot;font-size: 24pt;&quot;&gt;Applicant Accommodations&lt;/span&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-size: 14pt; color: rgb(32, 33, 36);&quot;&gt;If you need a reasonable accommodation to participate in any part of the application or interview process, please contact &lt;a href=&quot;mailto:[email hidden]&quot;&gt;[email hidden].&lt;/a&gt;&lt;/span&gt;&lt;/p&gt;&lt;/div&gt;