Hardware Support Agent

Who is Blueprint?

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.

Why Blueprint?

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, 401k, paid volunteer hours and tuition reimbursement.

What will I be doing?

Blueprint is looking for a Hardware Support Agent to join us as we build cutting-edge technology solutions!  The Hardware Support Agent is a professional Individual contributor position 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. This role displays a passion for providing an outstanding customer experience and resolving customer issues while enhancing the customer experience with hardware, infrastructure, and platform.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets at an experienced level requiring independent resolution and judgement
• Respond to customer tickets with relevant information and directions in an organized and concise manner
• Follow established troubleshooting procedures, including use of appropriate resources and desktop tools
• Independently troubleshoot hardware and software issues reported by customers
• Handle hardware logistic issues – working with the distributor to resolve shipping issues
• Support client critical projects including testing for new product launch and post launch resolution.
• Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution
• Cultivate an environment of open group communication and creativity in order to stay on the cutting edge of hardware and game development
• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
• Consistently meet and exceed customer satisfaction and productivity metrics within a fast-paced, structured, dynamic and high- transaction environment
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• Monitor client facing tools and keep up with client updates and directives
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned

Education and Experience:

• A minimum of 1 year of customer service experience
• Expert-level Knowledge of VR, Hardware equipment, Gaming, general PC troubleshooting preferred 
• 1 year in a troubleshooting, software/hardware testing environment with VR equipment experience strongly preferred 
• Familiarity with VR tracking systems, BT and IR functionality is desired 
• Experience with hardware/software diagnostic tools and methodology is also preferred 
• Knowledge of game engines functionality, such as Unity, Unreal is highly desired 
• Comfortable using computers and can perform initial level troubleshooting of computer and network issues

Required Skills/Abilities:

• Prior experience in Hardware Testing, Troubleshooting, and Customer Support is required
• Typing Abilities > 40 WPM required
• Ability to maintain composure in stressful situations
• Have a customer focus mindset - career orientation towards customer service
• Excellent verbal and written communication skills
• 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
• Strong, demonstrated ability to apply critical thinking, problem solving skills, research autonomously
• Ability to receive and apply critical feedback
• Willingness and ability to stay up-to-date on latest game releases, PC/VR hardware/accessories
• Ability to function well in a high-paced and at times stressful environment

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic based ranges for Washington state: ($24.50 - $27.00). The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [email protected]

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

Medical, dental, and vision coverage

Flexible Spending Account

401k program

Competitive PTO offerings

Parental Leave

Personal paid Volunteer time to support our community

Opportunities for professional growth and development