Escalated Accounts Agent (Turkish)

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 an Escalated Customer Support Agent (Turkish Language fluency required) to be part of the team.

The Escalated Customer Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. The Escalated Customer Service Agent position is responsible for superior user support for our client’s customers, resolving escalated (Tier 3) customer issues, 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 optimal customer experience through the utilization of critical thinking and problem-solving skills.

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 Tier 3 level requiring independent resolution and judgement within the established SLA and performance guidelines for LOB
• 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
• Effectively collaborates with the client to work through troubleshooting processes and customer focused resolutions
• Will research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
• Monitor client facing tools and keep up with client updates and directives
• May work with TL, manager, and the client to assist in monitoring and reporting of trends in your primary LOB
• 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
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Written and verbal fluency in Turkish Language required, must pass Language Assessment Test
• Comfortable using computers, proficient typing skills, and capable with troubleshooting 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
• Ability to receive and apply constructive feedback
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.
• 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.
• May work remotely based on adherence to the organization’s work from home policy.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Physical Requirements:

• The employee is frequently required to sit at a workstation for extended and lengthy periods of time. The employee will occasionally walk; will frequently use hands to finger, handle, grasp or feel; and reach with hands, wrists, or arms in repetitive motions.
• The employee will frequently use fingers for manipulation of computers (laptop and desktops) and telephone equipment including continuous 10-key, handwriting, use of mouse (or alternative input device), use of keyboard (or alternative input device), or sporadic 10-Key, telephone or telephonic headsets. This position will also frequently use other office productivity tools such as the printer/scanner.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position requires frequent use of a computer monitor and visual acuity to perform email responses, prepare and analyze data; transcribe; extensive reading and online communication.

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

Location: Hybrid (Work from home and in-office located in Bellevue, WA)

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: ($24.00 – $27.25). 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
• Opportunities for professional growth and development

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