Customer Support Agent- Ukrainian (Rotation Team) at Blueprint Technologies

Who is BlueprintWe 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. Were bold smart agile and fun.What does Blueprint doBlueprint 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 BlueprintAt 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 you want to grow your career in human resources your ability to make an impact is amplified when you join one of our teams. Youll focus on solving unique business problems while gaining hands-on experience with the worlds best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint youll 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. We guarantee you wont find a better place to work and thrive than at Blueprint.What will I be doingBlueprint is looking fora Customer Support Agent Rotation Team (Ukrainian 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 clients customers with a goal to exceed our clients expectations as well as the expectations of their users.Duties/Responsibilities:Deliver world-class customer service by following established departmental policies processes and standardsManage 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 resolutionCoordinate 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 inquiriesMonitor client facing tools (MatterMost) and keep up with client updates and directivesRespond to customer help requests escalated from Tier 2 Agents and address the customers 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 Blueprints core values by amplifying those behaviors in the day to dayMay be assigned to assist in other ticket queues as neededAdditional duties and special projects as assignedEducation and Experience:One year or more customer service experience or equivalent requiredAssociates degree or equivalent or relevant experience. Bachelors degree preferredComfortable using computers and can perform initial level troubleshooting of computer and network issues.Some online game knowledge and experience preferredRequired Skills/Abilities:Ability to maintain composure in stressful situationsHave a customer focus mindset - career orientation towards customer service.Excellent verbal and written communication skills.Written fluency in English and Ukrainian languageExcellent 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 standardsPreferred Qualifications:Knowledge of Accounts ticketsAbility to troubleshoot Accounts ticket issues independently and as a collectiveSalary RangeIn 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 candidates 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 growthAvailability:Must work a hybrid schedule two in-office days per week in alignment with the organizations 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 PositionLocation: Hybrid (Work from home and in-office located in Bellevue WA) Required Experience:Unclear Seniority Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 23 - 25