Customer Support Agent - (Simplified Chinese Speaking) (Bench Team)

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, focused on solving complex problems through innovative technology. The Customer Support Agent will be responsible for delivering exceptional customer service, managing support tickets, and ensuring a positive user experience for clients' customers.ResponsibilitiesDeliver world-class customer service by following established departmental policies, processes, and standardsManage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolutionFollow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situationsMay assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolutionCoordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues. May research and resolve escalated issues and may serve as a point of escalation to address customer inquiriesMonitor client facing tools (MatterMost) and keep up with client updates and directivesRespond to customer help requests escalated from Tier 2 Agents and address the customer’s needs, complaints, and other issuesEmploy critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and userMay collaborate with your manager to onboard new and existing agents into the Escalated Accounts spaceBe a champion of Blueprint’s core values by amplifying those behaviors in the day to dayMay be assigned to assist in other ticket queues as neededAdditional duties and special projects as assignedSkillsOne year or more customer service experience or equivalent requiredAssociates degree or equivalent or relevant experience. Bachelor's degree preferredComfortable using computers and can perform initial level troubleshooting of computer and network issuesAbility to maintain composure in stressful situationsHave a customer focus mindset - career orientation towards customer serviceExcellent verbal and written communication skillsWritten fluency in English languageWritten fluency in Simplified Chinese languageExcellent interpersonal and customer service skillsExcellent organizational skills and attention to detailExcellent time management skills with a proven ability to meet deadlinesStrong problem-solving skillsAbility to function well in a high-paced and at times stressful environmentProficient with Microsoft Office Suite or related softwareAbility to maintain client productivity standardsKnowledge of Accounts ticketsAbility to troubleshoot Accounts ticket issues independently and as a collectiveCompany OverviewBlueprint is redefining the data solutions ecosystem. It was founded in 2013, and is headquartered in Bellevue, Washington, USA, with a workforce of 501-1000 employees. Its website is https://bpcs.com/.Company H1B SponsorshipBlueprint has a track record of offering H1B sponsorships, with 3 in 2025, 1 in 2024, 1 in 2023, 3 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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