Only External Postings
FrenchCustomerSupportAgent(BenchTeam)
“French Customer Support Agent - (Bench Team) at Only External Postings. Skills: Customer Support, Russian fluency, English fluency. Deliver world-class customer service by following established departmental policies, processes, and standards. Manage and respond to customer support tickets submitted by our customers within the established SLA, client standards and performance guidelines for LOB with focus on first-call resolution”
What You'll Achieve.
Goal to exceed our client’s expectations as well as the expectations of their users; Focus on first-call resolution
Industry & Context.
Problem-solving skills; Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user
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, 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, Reasonable accommodations may be made to enable individuals with disabilities to perform the job
What They're Looking For.
Must Have
One year or more customer service experience or equivalent required, Associates degree or equivalent or relevant experience, Comfortable using computers and can perform initial level troubleshooting of computer and network issues, Ability to maintain composure in stressful situations, Have a customer focus mindset - career orientation towards customer service, Excellent verbal and written communication skills, Written fluency in Russian & English languages, Excellent interpersonal and customer service skills, Excellent organizational skills and attention to detail, Excellent time management skills with a proven ability to meet deadlines, problem-solving skills, Ability to function well in a high-paced and at times stressful environment, Proficient with Microsoft Office Suite or related software, Ability to maintain client productivity standards
Nice to Have
Bachelor’s degree preferred, Some online game knowledge and experience preferred, Knowledge of Accounts tickets, Ability to troubleshoot Accounts ticket issues independently and as a collective
What You'll Do.
Deliver world-class customer service by following established departmental policies
Manage and respond to customer support tickets submitted by our customers within the established SLA
client standards and performance guidelines for LOB with focus on first-call resolution
Follow established troubleshooting procedures
including use of appropriate resources and desktop tools to troubleshoot issues to help diagnose problems
Ability to multitask between multiple tools and systems (knowledge base
supervisor) and apply information and knowledge to customer situations
May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
Coordinate internally with other teams as needed to provide feedback
identify/report trends and help resolve issues
May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
Monitor client facing tools (MatterMost) and keep up with client updates and directives
Respond to customer help requests escalated from Tier 2 Agents and address the customer’s needs
Employ critical thinking skills to make sound judgement calls and determine appropriate steps to make the best business decision for the client and user
May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space
Be a champion of Blueprint’s core values by amplifying those behaviors in the day to day
May be assigned to assist in other ticket queues as needed
Additional duties and special projects as assigned
How You'll Work.
Team & Collaboration
Coordinate internally with other teams as needed to provide feedback, identify/report trends and help resolve issues; May collaborate with your manager to onboard new and existing agents into the Escalated Accounts space; Active participation and collaboration to issue resolution
Communication Scope
Excellent verbal and written communication skills; Excellent interpersonal and customer service skills; 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
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