Hybrid Escalated Billing Call Support Agent at Blueprint

Who is Blueprint? 

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. 

Why Blueprint? 

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, and 401k.

What will I be doing? 

Blueprint is looking for an Escalated Billing Call Support Agent (English fluency required) to be part of the team. 

The Escalated Billing Call Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. We are looking for an experienced, highly organized, support professional who will play a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW). The successful candidate will be able to accept ownership for effectively solving customer billing (unauthorized or charge-back) issues, complaints, and inquiries, keeping customer & client satisfaction at the core of every decision and behavior. 

Duties/Responsibilities:  

• Deliver world-class customer service by following established departmental policies, processes, and standards   
• Manage and respond to customer calls and customer support tickets within the established SLA and 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 
• Demonstrates functional skill in communicating and explaining information to the customer in writing, and verbally, with a focus on first-time resolution.
• 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 
• Monitor client facing chat (Slack) and keep up with client updates and directives
• Consistently meet and exceed customer satisfaction and productivity metrics
• Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic and high- transaction environment
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• 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 

Qualifications: 

• A minimum of 1 year of customer service experience 
• 1+ years in customer support and/or technical troubleshooting 
• 6+ months of experience in the Billing queue and exhibit a thorough understanding of the Billing queue through ticket work 
• Written and verbal fluency in English language required 
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues 
• Must be meeting performance expectations of the current role 
• Proficient with Microsoft Office Suite or related software 

Skills/Abilities: 

• Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools 
• Ability to function well in a high-paced, metric driven and at times stressful environment 
• Have a customer focus mindset - career orientation towards customer service 
• Excellent time management skills with a proven ability to meet deadlines 
• Ability to conduct research and utilize resources to resolve customer inquiries 
• Familiarity with online video game marketplaces and online gaming  
• Excellent interpersonal, organizational and relationship building skills 
• Able to perform with little or ambiguous guidance 
• Able to prioritize tasks and manage multiple priorities simultaneously 
• Able to de-escalate customer complaints 
• Must be able to work in a fluid, multi-cultural, close-working, diverse environment 
• Excellent verbal and written communication skills 
• Excellent interpersonal and customer service skills 
• Excellent organizational skills and attention to detail 

Essential Functions: 

Availability: