Customer Support Specialist (Pacific time zone)

The role

You will be the primary point of contact for customers reaching out with technical questions and issues. You will field inbound support requests, troubleshoot technical problems, and partner with Engineering to unblock customers.

What you will do

• Serve as the primary point of contact for inbound customer support requests via email and phone
• Troubleshoot and resolve technical issues raised by customers
• Escalate unresolved or complex issues to Engineering by creating Jira tickets and replicating bugs
• Own and report on key support metrics including CSAT, first response time, and total resolution time
• Create and maintain support documentation and processes in SharePoint/Microsoft 365 and Confluence
• Communicate clearly and professionally with customers in written and verbal form
• Collaborate cross-functionally with the Solutions team and Engineering

Required qualifications

• 3-4+ years of experience in customer support or technical support
• Strong technical troubleshooting skills and comfort learning new software platforms
• Experience using Jira for issue tracking and bug replication
• Excellent written and verbal communication skills
• Experience creating and maintaining support documentation and processes
• Proficiency with Microsoft 365 tools
• Strong prioritization skills and ability to manage multiple open cases at once
• Customer-focused mindset with strong problem-solving ability

Nice to have

• Experience with Salesforce (Case Management/Service Cloud)
• Experience with AI tooling (Claude, GPT, etc.)
• Familiarity with Confluence

Before you apply

• Buzz Solutions does not provide sponsorship for work authorization in the United States at this time

About the company

Buzz Solutions builds AI-powered platforms that help electric utility clients inspect, monitor, and maintain critical infrastructure.