Customer (Billing) Support Agent (German)

External Only | Blueprint Technologies•Bellevue, WA

4d•$23 - $26•Hybrid

About The Position

Blueprint is hiring a German- and English-fluent Customer Billing Support Agent for an individual-contributor role providing customer support for billing inquiries and account concerns. The agent will troubleshoot common issues, communicate clear information and next steps, and help deliver an excellent customer experience while resolving customer needs efficiently and meeting service, quality, and productivity expectations. The role operates in a fast-paced, structured, metrics-driven support environment. The agent will handle support tickets within service-level agreements, use approved resources and desktop tools, work across multiple systems, coordinate with internal teams, and research escalated issues within the approved scope. The position is hybrid, combining work from home with onsite work at the Bellevue, Washington office; remote-work eligibility and onsite expectations depend on Blueprint policy and business needs. Scheduled weekend and holiday coverage may be required, work schedules may change with operational needs, and time off may be limited during peak periods. For candidates based in Washington State, the anticipated pay range is $23.00 to $25.50 USD per hour. New employees are typically not hired at the top of the range. Starting pay depends on experience, skills, and internal equity, and the final compensation and job title may vary based on the selected candidate’s qualifications.

Requirements

At least one year of customer-service experience.
Written and verbal fluency in German, including successful completion of a language assessment.
Written and verbal fluency in English, including successful completion of a language assessment.
Strong written communication skills and the ability to provide clear, accurate, and professional customer responses.
Comfort using computers and working across multiple systems and support tools.
Ability to perform initial troubleshooting of common computer and network issues.
Proficiency with Microsoft Office or related productivity software.
Ability to follow established troubleshooting procedures and use available resources effectively.
Ability to work successfully in a fast-paced, structured, and metrics-driven environment.
Strong customer focus and a genuine interest in helping people resolve problems.
Excellent time-management skills and ability to meet deadlines and service expectations.
Ability to apply critical thinking, conduct research, and use available resources to resolve customer inquiries.
Ability to receive, apply, and grow from constructive feedback.
Excellent interpersonal, organizational, and customer-service skills.
Strong attention to detail and ability to manage multiple priorities.
May be required to provide scheduled coverage during weekends and holidays.
Ability to accommodate schedule changes based on operational requirements.

Nice To Haves

One or more years of experience in customer support, billing support, or technical troubleshooting.
Experience working with ticketing systems or customer-support platforms.
Knowledge of or interest in online gaming.

Responsibilities

Deliver high-quality customer service while following established policies, processes, and support standards.
Manage and respond to customer-support tickets within established service-level agreements and performance guidelines.
Provide customers with relevant information, instructions, and next steps in a clear, concise, and organized manner.
Support customers with billing-related questions and account concerns.
Follow established troubleshooting procedures and use approved resources and desktop tools to diagnose and resolve common issues.
Communicate complex information clearly in writing, focusing on accurate and timely resolution.
Work across multiple tools and systems, applying available information and knowledge to individual customer situations.
Meet customer-satisfaction, quality, productivity, and service-level expectations.
Coordinate with internal teams to gather information, provide feedback, and resolve customer concerns.
Research and resolve escalated issues within the approved scope of the role.
Serve as a point of escalation for customer inquiries when assigned.
Provide support across additional ticket queues based on business needs.
Demonstrate Blueprint’s values in daily interactions with customers and colleagues.
Support additional customer-experience initiatives and projects as assigned.