Customer Support Specialist (Pacific time zone)

buzzsolutions; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

buzzsolutions is seeking a front-line technical support specialist to assist customers using our infrastructure software. You’ll resolve inquiries primarily via email, with occasional phone calls, and collaborate with engineers on deeper issues.

You will troubleshoot problems, reproduce bugs, document outcomes, and monitor metrics like satisfaction and first response time. The role emphasizes clear communication and maintaining up-to-date support docs.

Qualifications

• 3–4 years of customer or technical support experience.
• Strong troubleshooting skills and ability to learn unfamiliar software.
• Experience tracking issues and reproducing bugs with Jira.
• Clear written and verbal communication, plus experience maintaining support documentation.
• Proficiency with Microsoft 365 and prioritizing multiple open cases.

Responsibilities

• Respond to customer questions and issues via email cases, sometimes by phone.
• Troubleshoot technical problems, identify causes, and guide customers to a resolution.
• Reproduce bugs and document unresolved or complex issues for engineering teams.
• Track support performance: customer satisfaction, first response, and resolution times.
• Maintain support documentation and coordinate with customer-facing and engineering teams.
• Explain technical information clearly to customers with varying knowledge levels.

Skills

Customer-focused mindset

Troubleshooting

Written and verbal communication

Prioritizing multiple cases

Tools

Jira

Salesforce Service Cloud

Confluence

Microsoft 365

Job description

Role overview

Provide front-line technical support to customers using software for critical infrastructure. You’ll investigate incoming issues, coordinate with engineering when problems need deeper investigation, and help improve the team’s support practices.

Responsibilities

• Respond to customer questions and issues, mainly through email cases and occasionally by phone.


• Troubleshoot technical problems, identify likely causes, and guide customers toward a resolution.


• Reproduce bugs and document unresolved or complex issues for engineering teams.


• Track support performance, including customer satisfaction, first response time, and resolution time.


• Maintain support documentation and processes, and coordinate with customer-facing and engineering colleagues.


• Explain technical information clearly to customers with different levels of technical knowledge.

Requirements

• At least 3–4 years of customer or technical support experience.


• Strong troubleshooting skills and ability to learn unfamiliar software.


• Experience tracking issues and reproducing bugs with Jira.


• Clear written and verbal communication, plus experience maintaining support documentation.


• Proficiency with Microsoft 365 and the ability to prioritize multiple open cases.


• A customer-focused approach and sound problem-solving skills.

Nice to have

• Experience with Salesforce case management or Service Cloud.


• Familiarity with Confluence or AI tools.