Korean Customer Support Agent Bench Team

Location

Bellevue, WA

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. We solve complex problems through strategy and execution, leveraging technology to create value.

Customer Support Agent – Bench Team (Korean fluency). Individual contributor responsible for delivering world‑class customer service, managing support tickets, troubleshooting issues, and ensuring first‑call resolution for client customers. The role requires Korean and English fluency and a strong customer‑service mindset.

• 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 LOB with focus on first‑call resolution
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
• May assist in the creation of knowledge base articles and help support development of 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 may serve as a point of escalation to address customer inquiries
• Monitor client facing tools (Matter Most) and keep up 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 judgement calls and determine appropriate steps to make the best business decision for the client and user
• May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day‑to‑day
• May be assigned to assist in other ticket queues as needed
• 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

• Ability to maintain composure in stressful situations
• Customer‑focus mindset – 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
• Ability to function well in a high‑paced and at times 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 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 and may vary 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.

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401(k) program
• Competitive PTO offerings
• Opportunities for professional growth and development

Availability and schedule expectations:

• Must work a…