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, as well as paid time off, and 401k.

What will I be doing?

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. 

Duties/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. May research and resolve escalated issues and may serve as a point of escalation to address user inquiries 
• 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. 

Qualifications:

• 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 (Remove for External posting)
• 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
• 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
• 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
• Proven track record of successful and professional communication to key business stakeholders
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.

Essential Functions:

Availability:

• Must work a hybrid schedule, two in-office days per week in alignment with the organization’s work-from-home policy.
• Specific work shifts may be subject to change based on business needs.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved. 

Physical Requirements:

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Ability to sit at a workstation for extended periods, engaging with content on a monitor.
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.

Communication and Collaboration:

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients. 
• Role may require the ability to communicate in written form other languages as specified based on engagement requirements.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Accessibility Accommodations:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

FLSA - Job Classification:  Non-Exempt - Hourly, Full Time Position

Location: Hybrid (Work from home and in-office located in Bellevue, WA)