Customer (Billing) Support Agent (German)

Who is Blueprint

Why BlueprintWe are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture clients and the community around us. We believe in the importance of a healthy and happy team which is why our benefits include full medical dental and vision coverage as well as paid time off and 401k.

What will I be doing

Blueprint is currently looking for aCustomer(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 clients customers with a goal to exceed our clients expectations as well as the expectations of their users. This role displays a passion for providing an outstanding customer experience.

Duties/Responsibilities:

• 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 SLAs 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 Blueprints core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

Qualifications:

• 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 Germanrequired 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.

Skills/Abilities:

• 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

Work Environment:

• 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 organizations work from home policy.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Physical Requirements:

• The employee is frequently required to sit at a workstation for extended and lengthy periods of time. The employee will occasionally walk; will frequently use hands to finger handle grasp or feel; and reach with hands wrists or arms in repetitive motions.
• The employee will frequently use fingers for manipulation of computers (laptop and desktops) and telephone equipment including continuous 10-key handwriting use of mouse (or alternative input device) use of keyboard (or alternative input device) or sporadic 10-Key telephone or telephonic headsets. This position will also frequently use other office productivity tools such as the printer/scanner.
• Specific vision abilities required by this job include close vision distance vision peripheral vision depth perception and ability to adjust focus. This position requires frequent use of a computer monitor and visual acuity to perform email responses prepare and analyze data; transcribe; extensive reading and online communication.

Compensation Information

At Blueprint we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of 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. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience skills and internal equity. The final salary and job title may vary depending on the selected candidates qualifications and could fall outside the stated range.

Equal Opportunity Employer

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.

If you need assistance or a reasonable accommodation to complete the application process please reach out to:

Blueprint believe in the importance of a healthy and happy team which is why our comprehensive benefits package includes:

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

FLSA - Job Classification: Non-Exempt - Hourly Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue WA)