Bilingual Spanish Customer Support Agent (Hybrid)

Blueprint Technologies, LLC.; Bellevue (WA); Hybrid; USD 32.000 - 36.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision coverage

Flexible Spending Account (FSA)

Competitive paid time off

Parental leave

Professional growth and development

Zusammenfassung

Blueprint Technologies, LLC. in Bellevue, WA is seeking a Customer Support Agent fluent in Spanish to provide fast, accurate, and personalized support to customers.

This role operates in a structured support environment with emphasis on clear communication and problem resolution, in a hybrid setup with two days per week onsite in Bellevue. The successful candidate will help manage tickets, assist with knowledge base articles, and collaborate with internal teams to resolve issues, while

Qualifikationen

• At least one year of customer-service experience or equivalent relevant experience.
• Associate degree or equivalent combination of education and relevant experience.
• Written fluency in English and Spanish.
• Strong written communication skills and the ability to provide clear, accurate, and professional customer responses.
• Experience using computers and working across multiple systems and support tools.
• Ability to perform initial troubleshooting of common computer and network issues.
• Ability to remain composed and professional when handling stressful or complex customer situations.
• Strong customer focus and a genuine interest in helping people resolve problems.
• Excellent interpersonal, organizational, and customer-service skills.
• Strong attention to detail and time-management skills.
• Ability to meet deadlines, client productivity standards, and service expectations.
• Strong critical-thinking, research, and problem-solving skills.
• Ability to receive, apply, and grow from constructive feedback.
• Proficiency with Microsoft Office or related productivity software.
• Ability to work independently, use sound judgment, and seek guidance when appropriate.

Aufgaben

• Deliver high-quality customer service by following established departmental policies, processes, and support standards.
• Manage and respond to customer-support tickets within established service-level agreements, client standards, and performance guidelines.
• Focus on accurate and efficient first-contact resolution whenever possible.
• Follow established troubleshooting procedures and use approved resources, knowledge documentation, and desktop tools to diagnose and resolve customer issues.
• Work across multiple tools, systems, knowledge bases, and communication channels while applying available information to individual customer situations.
• Assist with creating and updating knowledge-base articles.
• Contribute to team development through active collaboration, knowledge sharing, and issue resolution.
• Coordinate with internal teams to provide feedback, identify trends, report recurring concerns, and resolve customer issues.
• Research and resolve escalated issues within the approved scope of the role.
• Serve as a point of escalation for customer inquiries when assigned.
• Monitor client-facing communication tools, including Mattermost, and remain current on client updates and directives.
• Respond to customer requests escalated by Tier 2 agents and address customer needs, complaints, and account-related concerns.
• Use critical thinking and sound judgment to determine appropriate next steps and support positive outcomes for the client and customer.
• Support managers with onboarding new and existing agents into the Escalated Accounts workflow when assigned.
• Demonstrate Blueprint’s values through daily interactions with customers, clients, and colleagues.
• Provide support across additional ticket queues based on business needs.
• Support additional customer-experience initiatives and projects as assigned.

Kenntnisse

Customer service

Bilingual EN/ES

Strong communication

Time management

Problem solving

Independent work

Ausbildung

Associate degree

Tools

Microsoft Office

Ticketing systems

Jobbeschreibung

Blueprint Technologies, LLC. in Bellevue, WA is seeking a Customer Support Agent fluent in Spanish to provide fast, accurate, and personalized support to customers.

This role operates in a structured support environment with emphasis on clear communication and problem resolution, in a hybrid setup with two days per week onsite in Bellevue. The successful candidate will help manage tickets, assist with knowledge base articles, and collaborate with internal teams to resolve issues, while