Tier 2 Billing 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.

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 a Tier 2 Billing Support Agent 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).

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 and performance guidelines for LOB 
• Respond to customer tickets with relevant information and directions in an organized and concise manner 
• Troubleshoot issues to help diagnose problems. Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. 
• Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution.  
• Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic and high- transaction environment. 
• Ability to multitask between multiple tools and apply information and knowledge to customer situations. 
• May be assigned to assist in other ticket queues as needed  
• Meet personal/team qualitative and quantitative targets
• Meet dual role responsibilities while maintaining designated metrics
• Other duties as assigned

Key Skills:

• Customer focus and adaptability to different personality types
• Have the ability to show empathy, educate and provide solutions when needed
• Ability to multi-task: search relevant information, investigate etc
• Must be detail oriented and be able to think rationally
• Have the ability to make vital judgment calls / resolve billing issues in real time
• Able to de-escalate user complaints 

Education and Experience: 

• One year or more customer service experience preferred 
• Associates degree or equivalent or relevant experience. Bachelor’s degree preferred 
• Some online game knowledge and experience preferred 

Work Environment

• The work environment is usually a traditional office, indoor setting with no exposure to outside elements.  
• This position may require a work schedule across weekends and holidays and may be subject to blackout dates which may include holidays where PTO is not approved.  
• This position requires no travel.   

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

Location: Bellevue, WA

Blueprint wants you to bring your biggest and best ideas to help positively impact our culture, clients, and the community around us. We also believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

• Medical, dental, and vision coverage
• 401k program
• Competitive PTO offerings
• Parental Leave
• Personal paid Volunteer time to support our community
• Contribute to one of our Employee Affinity Groups
• Opportunities for professional growth and development

Blueprint Technologies is an equal opportunity employer where employment is based on merit, qualifications, and professional competence