Spanish-Speaking Customer Support Agent - Hybrid

External Only | Blueprint Technologies; Bellevue (WA); Hybrid; USD 32.000 - 35.000; Vollzeit

Zusammenfassung

Blueprint Technologies is seeking a Customer Support Agent fluent in Spanish to join the Bench Team in Bellevue, WA. In this individual-contributor role, you will provide fast, accurate, and personalized support to customers through research, investigation, troubleshooting, and effective resolution.

You’ll work in a fast-paced, structured environment focusing on clear communication, critical thinking, and meeting client expectations for service and satisfaction.

Qualifikationen

• 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.

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

Spanish fluency

English fluency

Customer service

Troubleshooting

Multitasking

Ausbildung

Associate degree

Tools

Ticketing systems

CRM

Jobbeschreibung

Blueprint Technologies is seeking a Customer Support Agent fluent in Spanish to join the Bench Team in Bellevue, WA. In this individual-contributor role, you will provide fast, accurate, and personalized support to customers through research, investigation, troubleshooting, and effective resolution.

You’ll work in a fast-paced, structured environment focusing on clear communication, critical thinking, and meeting client expectations for service and satisfaction.