Tier 3 Tech Support Agent- French

Who is Blueprint? 

Blueprint is a technology company that focuses on digital transformation. We specialize in cloud and infrastructure, data platform and engineering, data science and analytics, organizational modernization and customer experience optimization.  We have a nationwide presence with offices across multiple regions and we serve customers in multiple industry verticals. 

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 French Escalated Tech Agent (French fluency required) to join us as we build cutting-edge technology solutions! We are looking for an experienced, highly organized, support professional who will play a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW). The Escalated Tech Agent will also be in direct contact with our client and must be able to communicate in a professional manner. 

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 (Slack) 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 Tech 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 

Required Skills/Abilities: 

• Candidate must have thorough computer hardware, software and networking understanding & experience 
• Written fluency in English and French 
• Extensive knowledge of the game clients and game Community features 
• Maintain good attendance record 
• Exceptional written and verbal communication skills 
• Maintain poise, diplomacy, and professionalism always 
• Excellent interpersonal, organizational and relationship building skills 
• Strong problem solving and business decision making abilities 
• Able to maintain composure in stressful situations 
• Able to perform with little or ambiguous guidance 
• Able to self-resolve and research issues with little oversight 
• Able to prioritize tasks and manage multiple priorities simultaneously 
• Able to de-escalate user complaints 
• Must be able to work in a fluid, multi-cultural, close-working, diverse environment 

Education and Experience: 

• One year or more customer service experience or equivalent required 
• Associates degree or equivalent or relevant experience. Bachelor’s degree preferred
• Extremely comfortable using computers and can perform expert level troubleshooting of computer and network issues.
• Online game knowledge and experience preferred 

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position 

Location: Bellevue, WA