Customer Support Specialist – Fast First-Contact Help

notexternal; Bellevue (WA); Hybrid; USD 32,000 - 34,000; Full time

Job summary

Blueprint is seeking a Customer Support Agent to join the Bench Team. In this individual-contributor role, you'll deliver fast, accurate, and personalized support to customers through research, troubleshooting, and effective resolution.

You will work in a fast-paced, structured environment where clear communication, critical thinking, and consistent performance are essential. The role is hybrid in Bellevue, WA, with some weekend coverage as needed.

Qualifications

• 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 and verbal communication skills.
• 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.

Responsibilities

• 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.

Skills

Customer service

English proficiency

Written communication

Verbal communication

Time management

Attention to detail

Education

Associate degree

Bachelor's degree

Tools

Microsoft Office

Ticketing systems

CRM systems

Job description

Blueprint is seeking a Customer Support Agent to join the Bench Team. In this individual-contributor role, you'll deliver fast, accurate, and personalized support to customers through research, troubleshooting, and effective resolution.

You will work in a fast-paced, structured environment where clear communication, critical thinking, and consistent performance are essential. The role is hybrid in Bellevue, WA, with some weekend coverage as needed.