Korean Customer Support Agent Bench Team

Bellevue, Washington

Blueprint is looking for a Customer Support Agent Bench Team (Korean fluency) to join us as we build cutting‑edge technology solutions! The professional individual contributor will help improve the end‑customer experience by delivering fast, accurate, and personalized service, ensuring a high level of satisfaction for clients and end users.

• 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 line of business with focus on first‑call resolution.
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues and diagnose problems. Able to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information to customer situations.
• Assist in the creation of knowledge base articles and support the development of the 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 serve as a point of escalation for customer inquiries.
• Monitor client‑facing tools (Matter Most) and stay current 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 judgment calls and determine appropriate steps to make the best business decision for the client and user.
• Collaborate with the manager to onboard new and existing agents into the Escalated Accounts space.
• Champion Blueprint’s core values by amplifying those behaviors in day‑to‑day interactions.
• Assume additional duties and special projects as assigned.

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

• Maintain composure in stressful situations.
• Customer‑focused mindset and career orientation towards customer service.
• Excellent verbal and written communication skills.
• Written fluency in Korean & English languages.
• 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.
• Function well in a high‑pace and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Maintain client productivity standards.

• Knowledge of Accounts tickets.
• Ability to troubleshoot Accounts ticket issues independently and as a collective.

For candidates based in Washington State, the anticipated salary range is $23.00 to $25.50 USD/hour
. Actual starting pay will be determined based on experience, skills and internal equity. The final salary and job title may vary depending on selected candidate’s qualifications and could fall outside the stated range.

Blueprint 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.

Hybrid (Work from home and in‑office located in Bellevue, WA)

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