Escalated Billing Call Support Agent - Remote

Overview

Blueprint is looking for an Escalated Billing Call Support Agent (English fluency required) to be part of the team. The successful candidate will play a critical role in ensuring compliance with our Service Level Agreement (SLA) and Statement of Work (SOW), focusing on customer satisfaction and effective problem-solving.

In Short

• Deliver world-class customer service by following established departmental policies, processes, and standards.
• Manage and respond to customer calls and support tickets within established SLA and performance guidelines.
• Respond to escalated customer support tickets and address customer needs effectively.
• Follow troubleshooting procedures to diagnose and resolve issues.
• Communicate information clearly to customers both verbally and in writing.
• Multitask between multiple tools and systems to assist customers.
• Monitor client-facing chat and keep up with updates.
• Meet and exceed customer satisfaction and productivity metrics.
• Coordinate with other teams for issue resolution.
• May assist in creating knowledge base articles.

Requirements

• A minimum of 1 year of customer service experience.
• 1+ years in customer support and/or technical troubleshooting.
• 6+ months of experience in the Billing queue.
• Fluency in English, both written and verbal.
• Proficient typing skills and computer usage.
• Ability to follow troubleshooting procedures.
• Excellent time management and organizational skills.
• Ability to work in a fast-paced, high-transaction environment.
• Familiarity with online video game marketplaces is a plus.
• Ability to de-escalate customer complaints.

Benefits

• Medical, dental, and vision coverage.
• Flexible Spending Account.
• 401k program.
• Competitive PTO offerings.
• Parental Leave.
• Opportunities for professional growth and development.