Customer Support Agent - Spanish (accounts Team)

Customer Support Agent- Spanish (Accounts Team)

Blueprint is looking for a Customer Support Agent Accounts Team (Spanish fluency) to join us as we build cutting-edge technology solutions! The Customer Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Customer Service 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. This role displays a passion for providing an outstanding customer experience.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets within the established SLA and performance guidelines
• Respond to customer tickets with relevant information and directions in an organized and concise manner
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
• Communicate and explain information to the customer in writing with a focus on first-time resolution.
• Multitask between multiple tools and systems and apply information and knowledge to customer situations.
• Consistently meet and exceed customer satisfaction and productivity metrics
• Provide exceptional customer support and consistently meet and exceed performance SLAs within a fast-paced, structured, dynamic, and high-transaction environment.
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• May be assigned to assist in other ticket queues as needed
• Be a champion of Blueprint's core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

Education and Experience:

• A minimum of 1 year of customer service experience
• 1+ years in customer support and/or technical troubleshooting is strongly preferred
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in Spanish language required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
• Proficient with Microsoft Office Suite or related software.

Required Skills/Abilities:

• Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
• Ability to function well in a high-paced, metric driven and at times stressful environment
• Have a customer focus mindset - career orientation towards customer service
• Excellent time management skills with a proven ability to meet deadlines
• Ability to apply critical thinking skills, conduct research and utilize resources to resolve customer inquiries
• Ability to receive and apply constructive feedback
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.
• Some online game knowledge and experience preferred

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)