Customer (Billing) Support Agent (German)

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 constructive feedback.
• Excellent interpersonal, organizational, and customer-service skills.
• Strong attention to detail and the ability to manage multiple priorities.

Preferred Qualifications

• One or more years of experience in customer support, billing support, or technical troubleshooting.
• Experience working with ticketing systems or customer-support platforms.
• Knowledge of or interest in online gaming.

Schedule and Work Requirements

• This role may require scheduled coverage during weekends and holidays based on business and customer-support needs.
• Work schedules may change based on operational requirements.
• Time-off availability may be limited during peak business periods to maintain appropriate customer coverage.

Compensation

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.

For candidates based in Washington State, the anticipated compensation range is $23.00 to $25.50 USD per hour. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final compensation and job title may vary depending on the selected candidate's qualifications.

Location and Work Arrangement

Bellevue, Washington

This is a hybrid role that combines work from home with onsite work at the Bellevue office. Remote-work eligibility and onsite expectations are subject to Blueprint's work-from-home policy and business needs.