Games Support Agent (Spanish Speaking)

Blueprint Technologies • Bellevue, WA

358d • Hybrid

About The Position

Blueprint is looking for a Games Support Agent (Spanish speaking) to be part of the team. The Games Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Games Support Agent is an experienced, highly organized, customer support professional who will play a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW). The Games Support Agent will also be in direct contact with our client and must be able to communicate in a professional manner.

Requirements

• A minimum of 1 year of customer service experience
• 1+ years in customer support and/or technical troubleshooting is strongly preferred
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in Spanish language required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and can perform expert level troubleshooting of computer and network issues
• Must be meeting performance expectations of the current role
• Proficient with Microsoft Office Suite or related software.

Nice To Haves

• Familiarity with online video game marketplaces and online gaming
• Extensive knowledge of and experience playing client's games, 20+ hours preferred
• Knowledge and experience of client's item ecosystem
• Knowledge of tech/gaming jargon preferred
• Knowledge of gaming industry trends, major events, and news
• Billing trained preferred.

Responsibilities

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets within the established SLA/performance guidelines
• Respond to customer support tickets escalated from Tier 2 Agents and successfully address the customer's needs, complaints, and other issues
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
• Multitask between multiple tools and systems and apply information and knowledge to customer situations
• May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
• Coordinate internally with other teams as needed to identify/report trends and help resolve issues
• Monitor client facing tools for updates and directives
• Keep up to date with user facing postings by the client; Blog, Store page updates, and patch updates
• Provide critical feedback to Tier 1 and 2 agents
• Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user
• Evaluate situations that need to be escalated to the client in a timely manner
• May collaborate with your manager to onboard new and existing agents into the Games space
• May be assigned to assist in other ticket queues as needed
• Be a champion of Blueprint's core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

Benefits

• Full medical, dental and vision coverage
• Paid time off
• 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Number of Employees: 501-1,000 employees