Russian Customer Support Agent Rotation Team

Position: Russian Customer Support Agent - (Rotation Team)

Russian Customer Support Agent - (Rotation Team)

Bellevue, Washington

About 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 expertise of our teams. We’re bold, smart, agile, and fun.

Position Overview

We are looking for a Customer Support Agent with Russian fluency to join our Rotation Team. You will provide world‑class support to our clients’ customers, ensuring fast, accurate, and personalized service. Your role includes troubleshooting, escalation handling, knowledge base support, and collaboration with internal teams.

Duties & Responsibilities

• Deliver world‑class customer service by following established departmental policies and standards.
• Manage and respond to support tickets within SLA, client standards and performance guidelines with a focus on first‑call resolution.
• Follow troubleshooting procedures, use resources and desktop tools to diagnose problems, and multitask between multiple tools and systems.
• Assist in creating knowledge base articles and support team development through active collaboration.
• Coordinate with other teams to provide feedback, identify trends, and resolve issues; serve as escalation point when needed.
• Monitor client‑facing tools (Matter Most) and stay updated with client directives.
• Respond to escalated help requests from Tier 2 agents and address customer needs and complaints.
• Apply critical thinking to make sound judgment calls and determine appropriate actions for clients and users.
• Collaborate with your manager to onboard new and existing agents into the Escalated Accounts space.
• Champion Blueprint’s core values in day‑to‑day interactions.
• Assume additional duties and special projects as assigned.

Education & Experience

• One year or more customer service experience or equivalent.
• Comfortable using computers and performing initial level troubleshooting of computer and network issues.
• Knowledge of online gaming is preferred.

Required Skills & Abilities

• Maintain composure in stressful situations.
• Customer‑focus mindset and orientation towards service.
• Excellent verbal and written communication skills.
• Fluency in Russian and English (written).
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time‑management skills; proven ability to meet deadlines.
• Strong problem‑solving skills.
• Ability to work in a high‑paced and sometimes stressful environment.
• Proficiency with Microsoft Office Suite or related software.
• Maintain client productivity standards.

Preferred Qualifications

• Knowledge of Accounts tickets.
• Ability to troubleshoot Accounts ticket issues independently and as part of a team.

Compensation

For candidates based in Washington State, the anticipated salary range is $23.00 to $25.50 USD/hour
. Actual starting pay will be determined based on experience, skills and internal equity.

Availability &

Physical Requirements

• Must work a hybrid schedule: two in‑office days per week in alignment with the organization’s work‑from‑home policy.
• May require work during weekends and holidays, including blackout dates when PTO is not approved.
• Comfortable working in a traditional office environment; ability to sit at a workstation for extended periods.
• Proficiency using mouse, laptop touchpad and keyboard; minimum typing speed of 45 wpm.

Communication & Collaboration

• Effective verbal and written communication skills for interactions with co‑workers, customers and clients.
• Openness to receiving constructive feedback and maintaining courtesy in interactions.

Independent Judgment & Time Management

• Ability to make decisions using experience and knowledge while seeking assistance when needed; adherence to deadlines and engagement expectations.

Accessibility Accommodations

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

EEO Statement

We are an equal‑opportunity employer. We do not discriminate on the basis of any protected group status under any applicable law.

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