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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 the Solutions team, 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. Your core responsibilities include troubleshooting and resolving technical issues by diagnosing root causes, escalating complex or unresolved issues to Engineering with detailed Jira tickets and bug replication, and owning key support metrics including CSAT, first response time, and total resolution time.
You will create and maintain support documentation and processes in SharePoint/Microsoft 365 and Confluence to improve consistency and efficiency across the team. Clear communication is essential—you'll translate technical concepts for audiences with varying levels of technical expertise in both written and verbal form. You'll collaborate cross-functionally with the Solutions team and Engineering to ensure customer issues are resolved thoroughly and on time.
This role offers the opportunity to build support processes from the ground up while working with a growing team supporting critical infrastructure in the energy sector.
**Requirements:**
- 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 simultaneously
- 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
