Customer Support Agent - (Spanish Speaking) (Bench Team)

External Only | Blueprint Technologies•Bellevue, WA

2d•$23 - $26•Hybrid

About The Position

Blueprint is seeking a Spanish-speaking Customer Support Agent to join its Bench Team as an individual contributor. The agent provides fast, accurate, and personalized customer support through research, investigation, troubleshooting, and resolution in a fast-paced, structured environment. The role requires clear communication, critical thinking, and consistent performance while meeting client expectations for service, quality, productivity, and customer satisfaction. The position manages customer-support tickets and escalated inquiries, follows established troubleshooting procedures, and uses approved resources, knowledge documentation, desktop tools, and multiple support systems and communication channels. The agent collaborates with internal teams, contributes to knowledge-base content and team development, and may assist with onboarding agents to the Escalated Accounts workflow. Additional ticket queues and customer-experience initiatives may be assigned based on business needs. The role is based in Bellevue, Washington, and is hybrid, generally requiring two days per week in the Bellevue office, with additional flexibility subject to Blueprint’s work-from-home policy and business needs. Scheduled weekend and holiday coverage may be required, work schedules may change according to operational requirements, and time-off availability may be limited during peak business periods. For candidates based in Washington State, the anticipated compensation range is $23.00–$25.50 USD per hour; starting pay depends on qualifications and other stated factors, and new employees are typically not hired at the top of the range.

Requirements

At least one year of customer-service experience or equivalent relevant experience.
Associate degree or equivalent combination of education and relevant experience.
Written fluency in English and Spanish.
Strong written communication skills and ability to provide clear, accurate, professional customer responses.
Experience using computers and working across multiple systems and support tools.
Ability to perform initial troubleshooting of common computer and network issues.
Ability to remain composed and professional when handling stressful or complex customer situations.
Strong customer focus and genuine interest in helping people resolve problems.
Excellent interpersonal, organizational, and customer-service skills.
Strong attention to detail and time-management skills.
Ability to meet deadlines, client productivity standards, and service expectations.
Strong critical-thinking, research, and problem-solving skills.
Ability to receive, apply, and grow from constructive feedback.
Proficiency with Microsoft Office or related productivity software.
Ability to work independently, use sound judgment, and seek guidance when appropriate.

Nice To Haves

Bachelor’s degree.
Knowledge of or interest in online gaming.
Experience working with account-related support tickets.
Ability to troubleshoot account-related ticket issues independently and collaboratively.
Experience working with ticketing systems or customer-support platforms.

Responsibilities

Deliver high-quality customer service by following established departmental policies, processes, and support standards.
Manage and respond to customer-support tickets within established service-level agreements, client standards, and performance guidelines.
Focus on accurate and efficient first-contact resolution whenever possible.
Follow troubleshooting procedures and use approved resources, knowledge documentation, and desktop tools to diagnose and resolve customer issues.
Work across multiple tools, systems, knowledge bases, and communication channels, applying available information to individual customer situations.
Assist with creating and updating knowledge-base articles.
Contribute to team development through collaboration, knowledge sharing, and issue resolution.
Coordinate with internal teams to provide feedback, identify trends, report recurring concerns, and resolve customer issues.
Research and resolve escalated issues within the approved scope of the role.
Serve as a point of escalation for customer inquiries when assigned.
Monitor client-facing communication tools, including Mattermost, and stay current on client updates and directives.
Respond to customer requests escalated by Tier 2 agents and address customer needs, complaints, and account-related concerns.
Use critical thinking and sound judgment to determine appropriate next steps and support positive outcomes for the client and customer.
Support managers with onboarding new and existing agents into the Escalated Accounts workflow when assigned.
Demonstrate Blueprint’s values in interactions with customers, clients, and colleagues.
Provide support across additional ticket queues based on business needs.
Support additional customer-experience initiatives and projects as assigned.