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

bpcs; Bellevue (WA); On-site; USD 45,000 - 70,000; Full time

Job summary

Blueprint is seeking a Customer Support Agent fluent in Ukrainian to deliver fast, accurate assistance to customers via research, troubleshooting, and effective resolution. You will handle tickets, follow SLAs, and escalate where needed, maintaining high standards of service in a structured support environment.

In this fast-paced role, you will contribute to knowledge-base updates, collaborate with internal teams, and ensure client satisfaction while upholding Blueprint's values and commitments

Qualifications

• Minimum one year of customer-service experience.
• Fluency in English and Ukrainian is required.
• Strong written communication and professional responses.
• Experience across multiple systems and support tools.
• Ability to troubleshoot common computer and network issues.

Responsibilities

• Deliver high-quality customer service following policies and standards.
• Respond to tickets within SLAs and client standards.
• Prioritize first-contact resolution when possible.
• Follow troubleshooting procedures with approved resources.
• Work across tools and knowledge bases to resolve issues.
• Assist with creating and updating knowledge-base articles.
• Collaborate with the team and share knowledge.

Skills

Customer service

Bilingual

English fluency

Ukrainian fluency

Written communication

Troubleshooting

Education

Associate degree

Bachelor's degree

Tools

Ticketing systems

MS Office

CRM software

Job description

About Blueprint

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology.

Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better. We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams.

At Blueprint, you'll work alongside talented people with different experiences, expertise, and perspectives. You'll have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build.

Bring your perspective. Raise the standard. Build what matters.

About the Role

We're looking for a Customer Support Agent with fluency in Ukrainian 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 Ukrainian.
• 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

• Bachelor's degree.
• 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 nee