Customer Support Agent - (Bench Team)

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 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. What will I be doing? Blueprint is looking for a Customer Support Agent Bench Team to join us as we build cutting‑edge technology solutions! We are seeking a professional individual contributor with a passion for helping better our end‑customer experience. You will ensure a fast, accurate, and personalized service to our customers, including research, investigation, and flawless resolution. The Customer Support Agent will provide superior user support for our client’s customers and aim to exceed expectations. Duties/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 and diagnose problems. Possibly assist in creating knowledge base articles and help support development of the 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. May research and resolve escalated issues and serve as a point of escalation to address customer inquiries. Monitor client‑facing tools (MatterMost) and stay current 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 judgment calls and determine appropriate steps to make the best business decision for the client and user. Possibly 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. Possibly be assigned to assist in other ticket queues as needed. Additional duties and special projects as assigned. Education and Experience One year or more customer service experience or equivalent required. Comfortable using computers and able to perform initial level troubleshooting of computer and network issues. Some online game knowledge and experience preferred. Required Skills/Abilities Ability to maintain composure in stressful situations. Customer focus mindset – career orientation toward customer service. Excellent verbal and written communication skills. Written fluency in English. 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. Preferred Qualifications Knowledge of Accounts tickets. Ability to troubleshoot Accounts ticket issues independently and as a collective. Compensation Information 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. For candidates based in Washington State, the anticipated salary range is $23.00 to $25.50 USD/hour . Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated 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. Benefits Medical, dental, and vision coverage. Flexible Spending Account. 401k program. Competitive PTO offerings. Opportunities for professional growth and development. Essential Functions Availability Must work a hybrid schedule, two in‑office days per week in alignment with the organization’s work‑from‑home policy. Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved. Physical Requirements Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements. Ability to sit at a workstation for extended periods, engaging with content on a monitor. Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm. Communication and Collaboration Effective communication skills, both verbal and written, for interactions with co‑workers, professionals, the public, customers, and clients. Role may require the ability to communicate in written form other languages as specified based on engagement requirements. Openness to receiving constructive feedback and maintaining courtesy in interactions. Independent Judgment and Time Management Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations. Accessibility Accommodations Reasonable accommodations may be made to enable individuals with disabilities to perform the job. FLSA - Job Classification Non‑Exempt - Hourly, Full Time Position Location Hybrid (Work from home and in‑office located in Bellevue, WA) #J-18808-Ljbffr Only External Postings