Escalated Accounts Agent (Chinese)

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

What does Blueprint do?

Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.

Why Blueprint?

At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint.

What will I be doing?

Blueprint is looking for a French speaking Escalated Accounts Agent to join us as we build cutting-edge technology solutions! We are looking for a professional Individual contributor that has a passion for helping better our end customer experience. They ensure a fast, accurate, and personalized service to our customers they support; this includes research, investigation and flawless resolution. The Customer Service Agent position is responsible for superior user support for our client’s customers with a goal to exceed our client’s expectations as well as the expectations of their users.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolution.
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems. Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
• Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues. May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• Monitor client facing tools (MatterMost) and keep up with client updates and directives
• Respond to customer help requests escalated from Tier 2 Agents and address the customer’s needs, complaints, and other issues.
• Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user.
• May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space.
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
• May be assigned to assist in other ticket queues as needed
• Additional duties and special projects as assigned

Education and Experience:

• One year or more customer service experience or equivalent required
• Associates degree or equivalent or relevant experience. Bachelor’s degree preferred
• Comfortable using computers and can perform initial level troubleshooting of computer and network issues.
• Some online game knowledge and experience preferred

Required Skills/Abilities:

• Ability to maintain composure in stressful situations
• Have a customer focus mindset - career orientation towards customer service.
• Excellent verbal and written communication skills.
• Written fluency in French and English languages
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Ability to maintain client productivity standards

Preferred Qualifications:

• Knowledge of Accounts tickets
• Ability to troubleshoot Accounts ticket issues independently and as a collective

FLSA - Job Classification: Exempt - Salary, Full Time Position

Location: Bellevue, WA