Blueprint Technologies is looking for Games Support Agents specifically for our Games Support engagement. As a Games Support Agent, you will work Tier 3 level tickets primarily in the Games Space. This role requires a high level of problem solving and customer service skills while being able to balance ticket volumes.  You will be expected to leverage knowledge of the client’s first-party games, understand the nuances of the platform, and be able to customize/freehand responses to ensure customer and client satisfaction. This role has more direct interaction with our client, thus the N+1 ideal of promoting client success will be a daily part of your approach to ticket handling and integration of the client's product updates.

Positions Open:

  • 1 - Counter Strike: Global Offensive (CS:GO)
  • 1 - Team Fortress 2 (TF2)

 

Responsibilities:

  • Daily communication with client; professionalism is a must-have skill
  • Intake FTE Observations and incorporate what you learned on your ticket work
  • Working tickets at a Tier 3 level in their primary game queue
  • Resolve complex and ambiguous problems in a timely manner
  • Removing and granting items using the Support Tool
  • Checking for potential daily trends on community websites
  • Must be able to manage multiple concurrent priorities
  • Able and willing to fully freehand custom responses
  • Able to independently research issues using the games wiki space and community forums

 

Qualifications:

  • Complete the Technical Pre-screen Assessment
  • At least 24 hours of play-time in supported client made games
  • Excellent written and verbal communication skills
  • Ability to be flexible by pivoting into other games queues
  • Ability to notice and properly report trending issues
  • Must exemplify Blueprint culture in terms of Behavior and Morale
  • Must not be on a Performance Improvement Plan (PIP) or on a disciplinary action of a written or higher
  • Have complete understanding of the Games space within Confluence.
  • Knowledge of client’s gaming ranked system
  • As with all queues, agents in this queue would need to be flexible with their schedule

Core Competencies:

  • Documentation Skills
  • Communication skills
  • Trend recognition and reporting
  • Impact & Influence
  • Accountability & Responsibility
  • Attention to details – inquisitive

 

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