Customer Support Agent- Ukrainian; Bench Team

Bellevue, WA

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. We solve complicated problems by bridging strategy and execution with technology, powered by experienced teams across multiple industries. We are bold, smart, agile, and fun.

Blueprint 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.

Blueprint offers opportunities across product, services, and human resources. You’ll focus on solving unique business problems while gaining hands-on experience with world-class technology, collaborating with diverse teams and clients, and growing your career.

We are seeking a Customer Support Agent Rotation Team (Ukrainian fluency) to join our team and help build cutting-edge technology solutions. This is a professional individual-contributor role focused on delivering fast, accurate, and personalized service, including research, investigation, and resolution. The position aims to provide superior user support for our client’s customers and exceed 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 and performance guidelines, with a focus on first-call resolution
• Follow troubleshooting procedures using appropriate resources and tools; multitask across systems and knowledge bases
• Assist in creating knowledge base articles and support team development
• Coordinate with other teams to provide feedback, identify trends, and help resolve issues; escalate as needed
• Monitor client-facing tools and stay updated on client directives
• Respond to escalated requests from Tier 2 Agents and address customer needs and complaints
• Use critical thinking to determine appropriate steps for the best client and user outcomes
• Onboard new and existing agents into the Escalated Accounts space in collaboration with management
• Model Blueprint’s core values in daily work
• Assist in other ticket queues as needed and participate in special projects

• 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

• Ability to maintain composure in stressful situations
• Customer-focused mindset with a career orientation toward customer service
• Excellent verbal and written communication skills
• Written fluency in English and Ukrainian
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong time management skills with a proven ability to meet deadlines
• Strong problem-solving skills
• Ability to work in a high-paced and sometimes stressful environment
• Proficient with Microsoft Office Suite or related software
• Ability to maintain 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
. Starting pay depends on experience and internal equity. Final salary and job title may vary.

• Must work a hybrid schedule, with two in-office days per week in alignment with the organization’s work-from-home policy
• Role may require weekend and holiday work, including potential blackout dates when PTO is not approved

• Office environment with typical indoor working conditions
• Prolonged sitting and computer use; typing speed of at least 45 wpm

• Effective verbal and…