Customer Support Specialist (Pacific time zone)

Blackhornvc; United States; On-site; USD 70,000 - 95,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Communication

Troubleshooting

Prioritization

Problem solving

Tools

Jira

Microsoft 365

Confluence

Salesforce

SharePoint

Job description

Buzz Solutions builds AI-powered platforms — including PowerAI and PowerGUARD — that help electric utility clients inspect, monitor, and maintain critical infrastructure. As a Customer Support Specialist on our Solutions team, you'll be the primary point of contact for customers reaching out with technical questions and issues. You'll field inbound support requests (primarily via email, managed as Salesforce cases, with some phone support), troubleshoot technical problems, and partner closely with Engineering to get customers unblocked — all while helping build the documentation and processes that make our support function stronger over time.

Key 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

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

Preferred Skills

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

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

Buzz Solutions is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected classification as defined by law.