Customer Support Agent - Chinese (rotation Team)

Customer Support Agent- Chinese (Rotation Team)

Blueprint is looking for a Customer Support Agent Rotation Team (Chinese fluency) to join us as we build cutting-edge technology solutions! We are looking for a professional individual contributor that has a passion for helping better our end customer experience. They ensure a fast, accurate, and personalized service to our customers they support; this includes research, investigation, and flawless resolution. The Customer Support 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.

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 to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• 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. May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• 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

Education and Experience:

• 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.
• Some online game knowledge and experience preferred

Required Skills/Abilities:

• Ability to maintain composure in stressful situations
• Have a customer focus mindset - career orientation towards customer service.
• Excellent verbal and written communication skills.
• Written fluency in English and Chinese language
• 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

Salary Range:

In the spirit of pay transparency, our pay ranges vary based on multiple factors, including but not limited to, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $23.00- 25.50) USD/per hour. The salary/wage and job title for this opening will be based on the selected candidate's qualifications and experience and may be outside this range. We believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth

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)