Customer (Billing) Support Agent (German)
BlueprintAbout the role
About Blueprint
Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology.
Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better. We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams.
At Blueprint, you’ll work alongside talented people with different experiences, expertise, and perspectives. You’ll have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build.
Bring your perspective. Raise the standard. Build what matters.
About the Role
We’re looking for a Customer Billing Support Agent with fluency in German and English to join our team. In this individual-contributor role, you’ll provide high-quality support to customers, respond to billing-related inquiries, troubleshoot common issues, and help create an excellent customer experience.
You’ll work within a fast-paced, structured support environment where clear communication, sound judgment, and consistent performance are essential. Your goal will be to resolve customer needs efficiently while meeting established service, quality, and productivity expectations.
What You'll Do
- Deliver high-quality customer service by following established policies, processes, and support standards.
- Manage and respond to customer-support tickets within established service-level agreements and performance guidelines.
- Provide customers with relevant information, instructions, and next steps in a clear, concise, and organized manner.
- Support customers with billing-related questions and account concerns.
- Follow established troubleshooting procedures and use approved resources and desktop tools to diagnose and resolve common issues.
- Communicate complex information clearly in writing with a focus on accurate and timely resolution.
- Work across multiple tools and systems while applying available information and knowledge to individual customer situations.
- Meet established customer-satisfaction, quality, productivity, and service-level expectations.
- Coordinate with internal teams to gather information, provide feedback, and resolve customer concerns.
- Research and resolve escalated issues within the approved scope of the role.
- Serve as a point of escalation for customer inquiries when assigned.
- Provide support across additional ticket queues based on business needs.
- Demonstrate Blueprint’s values through daily interactions with customers and colleagues.
- Support additional customer-experience initiatives and projects as assigned.
What You'll Bring
- At least one year of customer-service experience.
- Written and verbal fluency in German, including successful completion of a language assessment.
- Written and verbal fluency in English, including successful completion of a language assessment.
- Strong written communication skills and the ability to provide clear, accurate, and professional customer responses.
- Comfort using computers and working across multiple systems and support tools.
- Ability to perform initial troubleshooting of common computer and network issues.
- Proficiency with Microsoft Office or related productivity software.
- Ability to follow established troubleshooting procedures and use available resources effectively.
- Ability to work successfully within a fast-paced, structured, and metrics-driven environment.
- Strong customer focus and a genuine interest in helping people resolve problems.
- Excellent time-management skills and the ability to meet deadlines and service expectations.
- Ability to apply critical thinking, conduct research, and use available resources to resolve customer inquiries.
- Ability to receive, apply, and grow from co
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