Customer Support Specialist (Pacific time zone)

Remote, USfull timeRemote

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Buzz Solutions Customer Support Specialist at Buzz Solutions serves as the primary contact for technical support requests, troubleshooting issues and collaborating with Engineering to resolve customer problems. The role includes managing support documentation and reporting key support metrics.

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

Qualification

Proficiency with Microsoft 365 toolsExperience with AI tooling (ClaudeFamiliarity with Confluence

Required

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

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.

Company

Buzz Solutions

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