Customer (Billing) Support Agent (German)

Blueprint Technologies•Bellevue, WA

13d•Hybrid

About The Position

Blueprint is currently looking for a Customer (Billing) Support Agent with German fluency to join the team. This is a professional individual contributor position focused on enhancing the customer experience. The role is responsible for providing superior user support to our clients' customers, aiming to exceed both client and user expectations. The ideal candidate displays a passion for delivering an outstanding customer experience.

Requirements

A minimum of 1 year of customer service experience.
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.

Nice To Haves

1+ years in customer support and/or technical troubleshooting is strongly preferred.
Some online game knowledge and experience preferred.

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 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.