Escalated Accounts Agent Turkish
Escalated Accounts Agent Turkish
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Job Description
Who is Blueprint
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 401k and paid volunteer hours.
What will I be doing
Blueprint is currently looking for anEscalated Customer Support Agent (TurkishLanguage 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 clients customers resolving escalated (Tier 3 customer issues with a goal to exceed our clients 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 problemsolving skills.
Duties/Responsibilities:
- Deliver worldclass 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 firsttime 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 SLAs within a fastpaced 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 Blueprints 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 Languagerequired 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 highpaced 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 organizations 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 10key handwriting use of mouse (or alternative input device) use of keyboard (or alternative input device) or sporadic 10Key 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: NonExempt Hourly Full Time Position
Location: Hybrid (Work from home and inoffice 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 candidates 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:
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
Required Experience:
Unclear Seniority
Employment Type
Full Time
