Customer Support Agent- Spanish

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. We connect strategy, business solutions, products, and services to transform and grow companies. We offer opportunities across our product division, services team, and human resources, with a focus on solving unique business problems and gaining hands-on experience with leading technology.

We are seeking a Customer Support Agent (Spanish fluency) to join us as we build cutting-edge technology solutions. This is a professional individual contributor role focused on delivering fast, accurate, and personalized service through research, investigation, and resolution. The Customer Support Agent provides superior user support for our client’s customers with the goal of exceeding client and user expectations.

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets within the established SLA, client standards, and performance guidelines for the line of business, with focus on first-call resolution
• Follow troubleshooting procedures using appropriate resources and tools; multitask across knowledge bases, team meetings, and supervision to resolve issues
• Assist in creating knowledge base articles and support the team through collaboration to issue resolution
• Coordinate with other teams to provide feedback, identify trends, and help resolve issues; research and resolve escalated issues; serve as a point of escalation when needed
• Monitor client-facing tools and stay updated on client directives
• Respond to escalated requests from Tier 2 Agents and address customer needs, complaints, and issues
• Apply critical thinking to determine appropriate steps for the best business decision for the client and user
• Assist in onboarding new and existing agents into the Escalated Accounts space as needed
• Champion Blueprint’s core values in day-to-day work
• Collaborate with the manager on special projects and other ticket queues as needed
• Contribute to other duties and special projects as assigned

• One year or more customer service experience or equivalent required
• Comfortable using computers and performing initial level troubleshooting of computer and network issues
• Some online game knowledge and experience preferred

• Maintain composure in stressful situations
• Customer-focused mindset with a career orientation toward customer service
• Excellent verbal and written communication skills
• Fluency in English and Spanish
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills and ability to meet deadlines
• Strong problem-solving skills
• Ability to function well in a high-paced, sometimes stressful environment
• Proficient with Microsoft Office Suite or related software
• Ability to meet client productivity standards

• Knowledge of Accounts tickets
• Ability to troubleshoot Accounts ticket issues independently and collaboratively

Compensation for this role is influenced by factors including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $23.00 to $25.50 USD/hour
. Final starting pay will be determined based on experience, skills, and internal equity.

Essential Functions:

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
• Ability to sit at a workstation for extended periods and work with a monitor
• Proficiency with a mouse, keyboard, and laptop; typing speed of 45 wpm or faster

Accessibility:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job

Location
:
Hybrid (Bellevue, WA)