Customer Support Specialist

Blueprint Technologies•Phoenix, AZ

2d•$16 - $17•Hybrid

About The Position

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. It helps organizations connect strategy and execution across AI, cloud, data, product development, and emerging technology. The company describes its culture as centered on high standards, ownership, exceptional work, collaboration, and ongoing development. The Customer Support Specialist provides high-touch operational support to customers and the sales organization. The role coordinates support requests, warranty needs, service tickets, and SMB opportunities from intake through resolution, working across customers, partners, support teams, and internal stakeholders. It maintains operational trackers and reporting, monitors open and aging requests, and escalates issues when needed. The specialist also supports SMB opportunity routing, confirms ownership and handoffs, identifies trends and process gaps, and helps improve workflows to increase response speed, customer satisfaction, and operational efficiency. Success requires organization, analytical thinking, clear communication, and reliable follow-through in a fast-paced, cross-functional environment.

Requirements

At least 2 years of experience in customer support, sales operations, account coordination, program operations, or equivalent experience.
Experience coordinating across multiple teams and driving customer or operational requests through completion.
Experience with case management, ticketing, or CRM systems.
Experience maintaining operational trackers, reports, and business updates.
Strong organizational, prioritization, and follow-through skills.
Strong verbal and written communication skills, including effective communication with customers, partners, and senior stakeholders.
Ability to handle urgent or escalated issues professionally and maintain ownership through resolution.
Ability to interpret operational data, identify trends, and develop actionable reporting.
Proficiency with Excel and experience working with operational data.
Ability to work independently while managing multiple priorities in a structured, process-oriented environment.

Nice To Haves

Experience supporting commercial devices, warranty programs, or device-related customer service.
Experience supporting SMB customers or small-business sales operations.
Experience working with channel sales, fulfillment, or partner organizations.
Experience with device support or service-management processes.
Experience in a high-touch customer experience or operational support environment.
Experience using PowerPoint to develop business updates and operational presentations.
Experience with Copilot or comparable productivity/AI tools.
Experience with CRM, case-management, ticketing, and collaboration platforms.
Demonstrated ability to identify process inefficiencies and implement workflow improvements.
Experience producing KPI-driven reporting and using operational metrics to improve service delivery.

Responsibilities

Manage intake, coordination, documentation, and follow-up of customer support and warranty requests through resolution.
Work with support teams to open, route, document, and advance service cases and tickets.
Generate accurate service tickets and supporting documentation within required timelines.
Monitor open, aging, and escalated cases and proactively follow up to keep requests moving.
Escalate stalled or high-risk issues with concise summaries of the issue, actions taken, and required next steps.
Triage smaller SMB opportunities and route them to the appropriate fulfillment or channel path.
Confirm ownership and acceptance of SMB referrals and track exceptions and outcomes.
Maintain operational trackers covering cases, warranty requests, service tickets, escalations, and SMB referrals.
Develop and maintain reporting on volume, status, aging, resolution, and escalation trends.
Interpret operational data to identify risks, recurring issues, process gaps, and opportunities for improvement.
Document repeatable workflows and recommend improvements that reduce delays and manual administrative effort.
Partner with customers, sales teams, support organizations, channel partners, and senior stakeholders.
Provide clear and timely business updates and maintain visibility into operational activity.