Customer Support Agent - (Bench Team)

External Only | Blueprint Technologies; Bellevue (WA); Hybrid; USD 32,000 - 35,000; Full time

Benefits offered by this job

Hybrid work arrangement

Equal Employment Opportunity policy

Job summary

Blueprint Technologies in Bellevue, WA is hiring a Customer Support Agent to deliver fast, accurate assistance to customers. You will research, troubleshoot, and resolve inquiries, following established policies and using multiple tools and channels.

The role emphasizes clear communication, critical thinking, and a strong customer focus. A hybrid schedule is expected with two days in the Bellevue office, and the compensation reflects the Washington market with a pay range for USD per hour.

Qualifications

• At least 1 year of customer-service experience or equivalent relevant experience.
• Written fluency in English.
• Strong written communication and professional responses.
• Experience using computers and multiple support tools.
• Ability to troubleshoot basic computer and network issues.

Responsibilities

• Deliver high-quality customer service following departmental policies and standards.
• Respond to tickets within SLAs and client standards.
• Aim for first-contact resolution when possible.
• Use troubleshooting procedures and knowledge bases to resolve issues.
• Collaborate across tools, systems, and channels to assist customers.
• Create and update knowledge-base articles as needed.
• Support escalation handling and feedback with internal teams.
• Provide feedback to improve processes and resolve recurring issues.

Skills

Customer service

English fluency

Written communication

Multisystem proficiency

Ticketing systems

Time management

Education

Associate degree or equivalent

Tools

Microsoft Office

Job description

We’re looking for a Customer Support Agent with English fluency to join our Bench Team. In this individual-contributor role, you’ll provide fast, accurate, and personalized support to customers through research, investigation, troubleshooting, and effective resolution.

You’ll work within a fast-paced, structured support environment where clear communication, critical thinking, and consistent performance are essential. Your goal will be to resolve customer needs efficiently while meeting client expectations for service, quality, productivity, and customer satisfaction.

What You'll Do

• 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.

What You'll Bring

• 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.
• 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.

Preferred Qualifications

• Knowledge of or interest in online gaming.
• Experience working with account-related support tickets.
• Ability to troubleshoot account-related ticket issues independently and collaboratively.
• Experience working with ticketing systems or customer-support platforms.

Schedule and Work Requirements

This role may require scheduled coverage during weekends and holidays based on business and customer-support needs.

Work schedules may change based on operational requirements.

Time-off availability may be limited during peak business periods to maintain appropriate customer coverage.

Compensation

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 compensation range is $23.00 to $25.50 USD per 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 compensation and job title may vary depending on the selected candidate’s qualifications.

Location and Work Arrangement

Bellevue, Washington

This is a hybrid role that generally requires two days per week in the Bellevue office, with additional flexibility based on Blueprint’s work-from-home policy and business needs.

As set forth in External Only | Blueprint Technologies’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.