Customer Support Agent - (Spanish Speaking) (Bench Team)

bpcs · Bellevue, WA · Bellevue, WA, United States

<div class="content-intro">About Blueprint Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology. Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better. We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams. At Blueprint, you’ll work alongside talented people with different experiences, expertise, and perspectives. You’ll have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build. Bring your perspective. Raise the standard. Build what matters.</div>About the Role We’re looking for a Customer Support Agent with fluency in Spanish to join our Bench Team. In this individual-contributor role, you’ll provide fast, accurate, and personalized support to customers through research, investigation, troubleshooting, and effective resolution. You’ll work within a fast-paced, structured support environment where clear communication, critical thinking, and consistent performance are essential. Your goal will be to resolve customer needs efficiently while meeting client expectations for service, quality, productivity, and customer satisfaction. What You'll Do <ul> <li>Deliver high-quality customer service by following established departmental policies, processes, and support standards.</li> <li>Manage and respond to customer-support tickets within established service-level agreements, client standards, and performance guidelines.</li> <li>Focus on accurate and efficient first-contact resolution whenever possible.</li> <li>Follow established troubleshooting procedures and use approved resources, knowledge documentation, and desktop tools to diagnose and resolve customer issues.</li> <li>Work across multiple tools, systems, knowledge bases, and communication channels while applying available information to individual customer situations.</li> <li>Assist with creating and updating knowledge-base articles.</li> <li>Contribute to team development through active collaboration, knowledge sharing, and issue resolution.</li> <li>Coordinate with internal teams to provide feedback, identify trends, report recurring concerns, and resolve customer issues.</li> <li>Research and resolve escalated issues within the approved scope of the role.</li> <li>Serve as a point of escalation for customer inquiries when assigned.</li> <li>Monitor client-facing communication tools, including Mattermost, and remain current on client updates and directives.</li> <li>Respond to customer requests escalated by Tier 2 agents and address customer needs, complaints, and account-related concerns.</li> <li>Use critical thinking and sound judgment to determine appropriate next steps and support positive outcomes for the client and customer.</li> <li>Support managers with onboarding new and existing agents into the Escalated Accounts workflow when assigned.</li> <li>Demonstrate Blueprint’s values through daily interactions with customers, clients, and colleagues.</li> <li>Provide support across additional ticket queues based on business needs.&

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