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Escalated Accounts Agent – Turkish
| Company | Blueprint Technologies |
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| Location | Bellevue, WA, USA |
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| Salary | $24 – $27.25 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- 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.
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.
Preferred Qualifications
- Some online game knowledge and experience preferred
