Customer Support Specialist (Pacific time zone) - Buzz Solutions

About the Role

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, you will be the primary point of contact for customers reaching out with technical questions and issues.

You will 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. You will also help build the documentation and processes that make our support function stronger over time.

Key Responsibilities

• Support Delivery: Serve as the primary point of contact for inbound requests via email (Salesforce cases) and phone.
• Technical Troubleshooting: Diagnose root causes of technical issues and resolve customer problems.
• Engineering Collaboration: Escalate complex issues to Engineering by creating detailed Jira tickets and replicating bugs.
• Metrics Management: Own and report on key support metrics, including CSAT, first response time, and total resolution time.
• Documentation: Create and maintain support documentation and processes in SharePoint/Microsoft 365 and Confluence.
• Communication: Translate technical concepts for audiences with varying levels of expertise.

Required Qualifications

• 3-4+ years of experience in customer 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.
• Proficiency with Microsoft 365 tools.
• Strong prioritization skills and ability to manage multiple open cases.
• 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.

Note: Buzz Solutions does not provide sponsorship for work authorization in the United States at this time. Buzz Solutions is an Equal Employment Opportunity employer.