Hardware Support Agent

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 looking for a Hardware Support Agent to be part of the team.

The Hardware Support Agent is a professional Individual contributor position that has a passion for helping better our end customer experience. They ensure a fast, accurate, and personalized service to our customers; this includes research, investigation, and flawless resolution. This role displays a passion for providing an outstanding customer experience and resolving customer issues while enhancing the customer experience with hardware, infrastructure, and platform.

Duties/Responsibilities:

• Deliver world-class customer service by following established departmental policies, processes, and standards
• Manage and respond to customer support tickets and troubleshoot hardware and software issues at an experienced Tier 2 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
• Handle hardware logistic issues – working with the distributor and the client to resolve shipping issues
• Use product knowledge and experience to provide responses and drive successful outcome on customer and peer escalations in designated forums
• Categorize ticket tiers and escalations as appropriate without oversight
• Cultivate an environment of open group communication and creativity in order to stay on the cutting edge of hardware and game development
• Multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations
• Consistently meet and exceed customer satisfaction and productivity metrics within a fast-paced, structured, dynamic, and high- transaction environment
• Coordinate internally with other teams as needed to provide feedback and help resolve issues
• Monitor client facing tools and keep up with client updates and directives
• May work with TL, Operations Program Manager, and the client to assist in monitoring and reporting of trends within 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 technical troubleshooting, Customer Support and/or software/hardware testing is preferred (VR equipment experience strongly preferred)
• Written and verbal fluency in English language required, must pass Language Assessment Test
• Experience with hardware/software diagnostic tools and methodology is also preferred
• Comfortable using computers, proficient typing skills, and can perform initial level troubleshooting of 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 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
• Willingness and ability to stay up to date on latest game releases, PC/VR hardware/accessories
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.

Availability:

• Must work a hybrid schedule, two in-office days per week in alignment with the organization's work-from-home policy.
• Role may require work during weekends and holidays, including potential blackout dates when PTO is not approved.

Physical Requirements:

• Comfort with working in a traditional office environment, which involves working indoors without exposure to outside elements.
• Ability to sit at a workstation for extended periods, engaging with content on a monitor.
• Proficiency in using a mouse, laptop touchpad, and keyboard, with a minimum typing speed of 45 wpm.

Communication and Collaboration:

• Effective communication skills, both verbal and written, for interactions with co-workers, professionals, the public, customers, and clients.
• Role may require the ability to communicate in written form other languages as specified based on engagement requirements.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.

Independent Judgment and Time Management:

• Demonstrate the ability to make decisions using experience and knowledge, while also seeking assistance when needed and adhering to deadlines and engagement expectations.

Accessibility Accommodations:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Salary Range

In the spirit of pay transparency, our pay ranges vary based on multiple factors, including but not limited to, 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) USD/annually. 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. We believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth.

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: recruiting@bpcs.com

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

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

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