Customer (Billing) Support Agent (Polish)

Who is Blueprint?  Why Blueprint? We are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, and 401k.What will I be doing? Blueprint is currently looking for a Customer (Billing) Support Agent (Polish fluency required) to be part of the team. The Customer (Billing) Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Customer (Billing) 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. 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 mannerFollow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issuesCommunicate 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 metricsProvide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic, and high- transaction environment.Coordinate internally with other teams as needed to provide feedback and help resolve issuesMay research and resolve escalated issues and may serve as a point of escalation to address customer inquiriesMay be assigned to assist in other ticket queues as neededBe a champion of Blueprint’s core values by amplifying those behaviors in the day to dayAdditional duties and special projects as assigned.   Qualifications: A minimum of 1 year of customer service experience 1+ years in customer support and/or technical troubleshooting is strongly preferredWritten and verbal fluency in English language required, must pass Language Assessment TestWritten and verbal fluency in Polish required, must pass Language Assessment TestComfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issuesProficient with Microsoft Office Suite or related software.  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 deadlinesAbility to apply critical thinking skills, conduct research and utilize resources to resolve customer inquiriesAbility to receive and apply constructive feedbackExcellent verbal and written communication skillsExcellent interpersonal and customer service skillsExcellent organizational skills and attention to detail.Some online game knowledge and experience preferred Work Environment: The work environment is usually a traditional office, indoor setting with no exposure to outside elements.  This position may require a work schedule across weekends and holidays and may be subject to blackout dates which may include holidays where PTO is not approved.  This position requires no travel. May work remotely based on adherence to the organization’s work from home policy.Reasonable accommodations may be made to enable individuals with disabilities to perform the job.   Physical Requirements:  The employee is frequently required to sit at a workstation for extended and lengthy periods of time. The employee will occasionally walk; will frequently use hands to finger, handle, grasp or feel; and reach with hands, wrists, or arms in repetitive motions. The employee will frequently use fingers for manipulation of computers (laptop and desktops) and telephone equipment including continuous 10-key, handwriting, use of mouse (or alternative input device), use of keyboard (or alternative input device), or sporadic 10-Key, telephone or telephonic headsets. This position will also frequently use other office productivity tools such as the printer/scanner.Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position requires frequent use of a computer monitor and visual acuity to perform email responses, prepare and analyze data; transcribe; extensive reading and online communication. Salary RangePay ranges vary based on multiple factors including, without limitation, 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). 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.Equal Opportunity EmployerBlueprint 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.If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.comBlueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:Medical, dental, and vision coverageFlexible Spending Account401k programCompetitive PTO offeringsParental LeaveOpportunities for professional growth and developmentFLSA - Job Classification:  Non-Exempt - Hourly, Full Time Position Location: Hybrid (Work from home and in-office located in Bellevue, WA)