Customer (Billing) Support Agent (German)

Blueprint Technologies•Bellevue, WA

4d•$23 - $26•Hybrid

About The Position

Blueprint is seeking a Customer Billing Support Agent fluent in German and English to provide high-quality customer support in an individual-contributor role. The agent will respond to billing-related inquiries, troubleshoot common issues, and help deliver a positive customer experience. The role operates in a fast-paced, structured, metrics-driven environment that emphasizes clear communication, sound judgment, and consistent performance. The agent is expected to resolve customer needs efficiently while meeting service, quality, and productivity expectations. The position is hybrid, combining work from home with onsite work at Blueprint’s Bellevue, Washington office. Remote-work eligibility and onsite expectations are subject to company policy and business needs. Scheduled weekend and holiday coverage may be required, work schedules may change with operational requirements, and time-off availability may be limited during peak business periods.

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 the 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 the ability to manage multiple priorities.

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 by 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 to support accurate and timely resolution.
Work across multiple tools and systems, applying available information and knowledge to individual customer situations.
Meet established 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 through daily interactions with customers and colleagues.
Support additional customer-experience initiatives and projects as assigned.