Customer Support Specialist

Job description

**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.** ## In This Role In this role, you will provide high-touch operational support to customers and the sales organization, helping ensure support requests, warranty needs, service tickets, and SMB opportunities are handled efficiently from intake through resolution. You will coordinate across customers, partners, support teams, and internal stakeholders, maintain accurate operational trackers and reporting, monitor open and aging requests, and escalate issues when needed. You will also support SMB opportunity routing, confirm ownership and handoffs, identify trends and process gaps, and help improve workflows that increase response speed, customer satisfaction, and operational efficiency. The role requires strong organization, analytical thinking, clear communication, and consistent follow-through in a fast-paced, cross-functional environment. ## Responsibilities - Manage the intake, coordination, documentation, and follow-up of customer support and warranty requests through resolution. - Work with support teams to open, route, document, and advance service cases and tickets. - Generate accurate service tickets and supporting documentation within required timelines. - Monitor open, aging, and escalated cases and proactively follow up to keep requests moving. - Escalate stalled or high-risk issues with concise summaries outlining the issue, actions taken, and required next steps. - Triage smaller SMB opportunities and route them to the appropriate fulfillment or channel path. - Confirm ownership and acceptance of SMB referrals and track exceptions and outcomes. - Maintain operational trackers covering cases, warranty requests, service tickets, escalations, and SMB referrals. - Develop and maintain reporting on volume, status, aging, resolution, and escalation trends. - Interpret operational data to identify risks, recurring issues, process gaps, and opportunities for improvement. - Document repeatable workflows and recommend improvements that reduce delays and manual administrative effort. - Partner effectively with customers, sales teams, support organizations, channel partners, and senior stakeholders. - Provide clear and timely business updates and maintain strong visibility into operational activity. ## Basic Qualifications - 2+ years of experience in customer support, sales operations, account coordination, program operations, or equivalent experience. - Experience coordinating across multiple teams and driving customer or operational requests through completion. - Experience with case management, ticketing, or CRM systems. - Experience maintaining operational trackers, reports, and business updates. - Strong organizational, prioritization, and follow-through skills. - Strong verbal and written communication skills, including the ability to communicate effectively with customers, partners, and senior stakeholders. - Ability to handle urgent or escalated issues professionally and maintain ownership through resolution. - Ability to interpret operational data, identify trends, and develop actionable reporting. - Proficiency with Excel and experience working with operational data. - Ability to work independently while managing multiple priorities in a structured, process-oriented environment. ## Preferred Qualifications - Experience supporting commercial devices, warranty programs, or device-related customer service. - Experience supporting SMB customers or small-business sales operations. - Experience working with channel sales, fulfillment, or partner organizations. - Experience with device support or service-management processes. - Experience working in a high-touch customer experience or operational support environment. - Experience using PowerPoint to develop business updates and operational presentations. - Experience with Copilot or comparable productivity/AI tools. - Experience with CRM, case-management, ticketing, and collaboration platforms. - Demonstrated ability to identify process inefficiencies and implement workflow improvements. - Experience producing KPI-driven reporting and using operational metrics to improve service delivery. **Salary Range** 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 Arizona State, the anticipated salary range is **$16 - $17 USD/HR.** Please note that we typically do not hire new employees at the top of the posted range. Actual starting 1pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range. **Equal Opportunity Employer** Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [recruiting@bpcs.com](mailto:recruiting@bpcs.com) Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: - Medical, dental, and vision coverage - Flexible Spending Account - 401k program - Competitive PTO offerings - Parental Leave - Opportunities for professional growth and development **Location:** Hybrid in Phoenix, AZ **Benefits** Blueprint believes that healthy, supported employees do their best work. Eligible employees have access to a comprehensive benefits package that may include: - Medical, dental, and vision coverage - Flexible Spending Account (FSA) - 401(k) retirement plan - Competitive paid time off - Parental leave - Professional growth and development opportunities Benefits and eligibility may vary based on role, employment status, and location. **Equal Employment Opportunity** Blueprint Technologies, LLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital or familial status, military or veteran status, citizenship status, or any other characteristic protected by applicable law. **Applicant Accommodations** If you need a reasonable accommodation to participate in any part of the application or interview process, please contact [recruiting@bpcs.com.](mailto:recruiting@bpcs.com)