Customer Support Agent - (Spanish Speaking) (Bench Team)

External Only | Blueprint Technologies; Bellevue (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Blueprint Technologies is seeking a Customer Support Agent fluent in Spanish to join the Bench Team in Bellevue, WA. You will deliver fast, accurate, and personalized assistance through research, troubleshooting, and resolution of customer issues.

In a structured, fast-paced environment, you’ll follow policies, manage tickets, and collaborate with internal teams to drive high-quality service and customer satisfaction while upholding client expectations.

Qualifications

• At least 1 year of customer-service experience.
• Associate degree or equivalent.
• Fluent in English and Spanish.
• Strong written communication and professional tone.
• Experience using computers and multiple support tools.
• Ability to troubleshoot common issues.

Responsibilities

• Deliver high-quality customer service following department policies and standards.
• Manage and respond to support tickets within SLAs.
• Aim for first-contact resolution when possible.
• Follow troubleshooting procedures and use knowledge bases to resolve issues.
• Work across tools, systems, and channels to assist customers.
• Contribute to knowledge-base articles and team learning.
• Coordinate with internal teams to feedback trends and recurring issues.
• Escalate and resolve issues as needed.
• Monitor client communications tools and stay updated on client directives.
• Provide escalation support for Tier 2 inquiries.
• Support onboarding of new agents into escalation workflows.

Skills

Customer-service experience

Bilingual English/Spanish

Written communication

Critical thinking

Research and problem-solving

Time management

Interpersonal skills

Detail-oriented

Troubleshooting

Multitasking

Education

Associate degree

Tools

Mattermost

Job description

Bellevue, WA

About the Role

We’re looking for a Customer Support Agent with fluency in Spanish 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 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