Technical Customer Support Specialist – AI Platforms

Buzz Solutions, inc.; New Zealand; On-site; NZD 60,000 - 85,000; Full time

Job summary

Buzz Solutions builds AI-powered platforms for electric utilities and is seeking a Customer Support Specialist (Pacific time zone) in New Zealand. You will be the main contact for inbound customer inquiries, handling email cases and some phone support, and you’ll troubleshoot technical issues with a customer-first approach.

Collaborating with Engineering, you’ll help unblock customers and contribute to building better support documentation and processes.

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.

Responsibilities

• Serve as the primary point of contact for inbound customer support requests, primarily via email (handled as Salesforce cases) with some phone support.
• Troubleshoot and resolve technical issues raised by customers, applying strong tech support skills to diagnose root causes.
• Escalate unresolved or complex issues to Engineering, including creating detailed Jira tickets and replicating reported bugs.
• Own and report on key support metrics: CSAT, first response time, and total resolution time.
• Create and maintain support documentation and processes (in SharePoint/Microsoft 365 and Confluence) to improve consistency and efficiency across the team.
• Communicate clearly and professionally with customers in both written and verbal form, translating technical concepts for audiences with varying levels of technical expertise.
• Collaborate cross-functionally with the Solutions team and Engineering to ensure customer issues are resolved thoroughly and on time.

Job description

Buzz Solutions builds AI-powered platforms for electric utilities and is seeking a Customer Support Specialist (Pacific time zone) in New Zealand. You will be the main contact for inbound customer inquiries, handling email cases and some phone support, and you’ll troubleshoot technical issues with a customer-first approach.

Collaborating with Engineering, you’ll help unblock customers and contribute to building better support documentation and processes.