Customer (Billing) Support Agent (German)

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, and 401k.

What will I be doing?

Blueprint is currently looking for a Customer (Billing) Support Agent (German fluency required) to be part of the team.

The Customer (Billing) Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Customer (Billing) Support 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. This role displays a passion for providing an outstanding customer experience.

Duties/Responsibilities: 

• Deliver world-class customer service by following established departmental policies, processes, and standards  
• Manage and respond to customer support tickets within the established SLA and performance guidelines
• 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 to diagnose and troubleshoot issues
• Communicate and explain information to the customer in writing with a focus on first-time resolution.
• Multitask between multiple tools and systems and apply information and knowledge to customer situations.
• Consistently meet and exceed customer satisfaction and productivity metrics
• Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic, and high- transaction environment.
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• May be assigned to assist in other ticket queues as needed
• Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
• Additional duties and special projects as assigned.

  Qualifications:

• A minimum of 1 year of customer service experience
• 1+ years in customer support and/or technical troubleshooting is strongly preferred
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in German required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of computer and network issues
• Proficient with Microsoft Office Suite or related software.

Skills/Abilities:

• Ability to follow established troubleshooting procedures, including use of appropriate resources and desktop tools
• Ability to function well in a high-paced, metric driven and at times stressful environment
• Have a customer focus mindset - career orientation towards customer service
• Excellent time management skills with a proven ability to meet deadlines
• Ability to apply critical thinking skills, conduct research and utilize resources to resolve customer inquiries

• Skills & Tags

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