AI Platforms Support Specialist - Tech Troubleshooter

Buzz Solutions, Inc.

United States, Northern America, Americas

Hybrid

USD 52,000 - 78,000

Full time

7 days ago

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Job summary

Buzz Solutions, Inc. is seeking a Customer Support Specialist on our Solutions team to be the primary contact for technical questions and issues.

You will field inbound requests (email managed as Salesforce cases, with some phone support), troubleshoot problems, and work with Engineering to unblock customers while helping build our documentation and processes. You will also create and maintain support documentation, translate complex concepts for varied audiences, and drive key metrics like CSAT

Qualifications

3-4+ years of experience in customer support or technical support.
Strong 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 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 with some phone support.
Troubleshoot and resolve technical issues, diagnosing root causes.
Escalate unresolved issues to Engineering with detailed Jira tickets.
Own and report on CSAT, first response time, and total resolution time.
Create and maintain support documents in SharePoint/M365 and Confluence.
Communicate clearly with customers across varied technical levels.
Collaborate with Solutions & Engineering to resolve issues on time.