Blueprint · 1 day ago
Customer Support Agent- Ukrainian (Bench Team)
Bellevue, WA
Full-time
Hybrid
Entry Level
$23/hr - $25.50/hr
1+ years expBlueprint is a technology solutions firm headquartered in Bellevue, Washington, focused on solving complex problems through innovative technology. They are seeking a Customer Support Agent to deliver exceptional service and support to their clients' customers, ensuring fast and accurate resolutions to inquiries and issues.
ConsultingInformation TechnologySoftware
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
Qualification
Required
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
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 Ukrainian 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
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
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
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
Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations
Preferred
Knowledge of Accounts tickets
Ability to troubleshoot Accounts ticket issues independently and as a collective
Company
Blueprint
Blueprint is redefining the data solutions ecosystem.
501-1000 employees
H1B Sponsorship
Blueprint has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2023 (1)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Gary Nakanelua
Managing Director, Product & Innovation
Recent News
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