Customer Support Agent - (Bench Team)

Blueprint Technologies•Bellevue, WA

2d•Hybrid

About The Position

Blueprint is seeking an English-fluent Customer Support Agent to join its Bench Team as an individual contributor. The role provides fast, accurate, personalized customer support through research, investigation, troubleshooting, and resolution. It operates in a structured, fast-paced environment and requires clear communication, critical thinking, and consistent performance to meet client expectations for service, quality, productivity, and customer satisfaction. The agent manages support tickets and customer inquiries, follows approved support procedures and resources, resolves issues within the role’s scope, and coordinates with internal teams. The role may also support escalated accounts, additional ticket queues, knowledge-base updates, agent onboarding, and customer-experience initiatives as assigned. The position is based in Bellevue, Washington, and is hybrid, generally requiring two days per week in the Bellevue office. Schedules may change according to operational needs, and scheduled weekend or holiday coverage may be required. Time-off availability may be limited during peak business periods. Washington State compensation is anticipated at $23.00–$25.50 USD per hour; actual starting pay depends on experience, skills, and internal equity.

Requirements

At least one year of customer-service experience or equivalent relevant experience.
Associate degree or an equivalent combination of education and relevant experience.
Written fluency in English.
Strong written communication skills and the 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 in 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 while following departmental policies, processes, and support standards.
Manage and respond to customer-support tickets within service-level agreements, client standards, and performance guidelines.
Prioritize accurate and efficient first-contact resolution when possible.
Use approved troubleshooting procedures, resources, knowledge documentation, and desktop tools to diagnose and resolve customer issues.
Work across multiple tools, systems, knowledge bases, and communication channels to address individual customer situations.
Assist with creating and updating knowledge-base articles.
Collaborate with the team through 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 requests escalated by Tier 2 agents and address customer needs, complaints, and account-related concerns.
Apply critical thinking and sound judgment to determine appropriate next steps and support positive outcomes.
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.