Customer Support Agent - (Bench Team)

External Only | Blueprint Technologies•Bellevue, WA

3d•$23 - $26•Hybrid

About The Position

Blueprint is seeking an English-fluent Customer Support Agent for its Bench Team. This individual-contributor role provides fast, accurate, and personalized support through research, investigation, troubleshooting, and resolution. The role operates in a fast-paced, structured support environment, with an emphasis on clear communication, critical thinking, consistent performance, and meeting client expectations for service, quality, productivity, and customer satisfaction. The role handles customer-support tickets, including escalated inquiries and account-related concerns, and supports customers across multiple tools, systems, knowledge bases, and communication channels. It also contributes to knowledge documentation, team collaboration, client feedback and issue resolution, onboarding support when assigned, and additional ticket queues and customer-experience projects as business needs require. The position is based in Bellevue, Washington, and is hybrid, generally requiring two days per week in the Bellevue office. Schedules may change based on operational requirements, and scheduled weekend or holiday coverage may be required. Time-off availability may be limited during peak business periods. For candidates based in Washington State, the anticipated compensation 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. Final compensation and job title may vary based on the selected candidate’s qualifications.

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, and 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 in accordance with departmental policies, processes, and support standards.
Manage and respond to customer-support tickets within service-level agreements, client standards, and performance guidelines.
Pursue 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 each customer situation.
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.
Use critical thinking and sound judgment to determine next steps and support positive outcomes for clients and customers.
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.