AI Platform Support Specialist — Tech Troubleshooter

Blackhornvc; United States; Presencial; USD 70 000 - 95 000; Tempo integral

Resumo da oferta

Buzz Solutions is seeking a Customer Support Specialist to be the primary contact for customers with technical questions and issues. You’ll handle inbound requests via email (Salesforce cases) with some phone support, troubleshoot problems, and partner with Engineering to unblock customers.

You’ll help build support docs and processes in SharePoint, Microsoft 365, and Confluence, report on CSAT and response metrics, and translate complex concepts for diverse audiences while collaborating across

Qualificações

• 3-4+ years of experience in customer support or technical support.
• Strong technical troubleshooting skills and ability to learn new software.
• 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 cases.

Responsabilidades

• Serve as the primary contact for inbound customer support requests via email (Salesforce cases) with some phone support.
• Troubleshoot and resolve technical issues, diagnosing root causes.
• Escalate complex issues to Engineering with detailed Jira tickets and replication steps.
• Own and report on CSAT, first response time, and total resolution time.
• Create and maintain support documentation and processes in SharePoint/M365 and Confluence.
• Communicate clearly with customers at varying technical levels and collaborate with cross-functional teams.

Conhecimentos

Customer support

Communication

Troubleshooting

Prioritization

Problem solving

Ferramentas

Jira

Microsoft 365

Confluence

Salesforce

SharePoint

Descrição da oferta de emprego

Buzz Solutions is seeking a Customer Support Specialist to be the primary contact for customers with technical questions and issues. You’ll handle inbound requests via email (Salesforce cases) with some phone support, troubleshoot problems, and partner with Engineering to unblock customers.

You’ll help build support docs and processes in SharePoint, Microsoft 365, and Confluence, report on CSAT and response metrics, and translate complex concepts for diverse audiences while collaborating across