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

One year or more customer service experience or equivalent required

Associates degree or equivalent or relevant experience. Bachelor’s degree preferred

Comfortable using computers and can perform initial level troubleshooting of computer and network issues.

Some online game knowledge and experience preferred

Ability to maintain composure in stressful situations

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.

For candidates based in Washington State, the anticipated salary range is

$23.00 to $25.50 USD/hour

. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.

Deliver world-class customer service by following established departmental policies, processes, and standards

Manage 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 resolution.

Follow 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 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 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 inquiries

Monitor client facing tools (MatterMost) and keep up with client updates and directives