Customer; Billing) Support Agent; German

What will I be doing?

Blueprint is currently looking for a Customer (Billing) Support Agent (German 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.

• 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 manner
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
• Communicate 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 metrics
• Provide 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 issues
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• May be assigned to assist in other ticket queues as needed
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

• A minimum of 1 year of customer service experience
• 1+ years in customer support and/or technical troubleshooting is strongly preferred
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in German required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
• Proficient with Microsoft Office Suite or related software.

• 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 deadlines
• Ability to apply critical thinking skills, conduct research and utilize resources to resolve customer inquiries
• Ability to receive and apply constructive feedback
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.
• Some online game knowledge and experience preferred

• 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.

• The employee is frequently required to sit at a workstation for extended and lengthy periods of…