{"id":2467348,"url":"https://alion.io/job/buzzsolutions-customer-support-specialist-pacific-time-zone","title":"Customer Support Specialist (Pacific time zone)","company":{"id":64333,"name":"Buzzsolutions","domain":"buzzsolutions.com","url":"https://alion.io/company/buzzsolutions","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":7,"ghost_share":0,"stale_share":0.143,"repost_share":0,"time_to_fill_p50_days":172,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":602},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"SharePoint","optional":false},{"name":"Claude","optional":true}],"status":"live","first_seen_at":"2026-10-13T16:56:07Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-20T05:55:39Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"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. \nKey Responsibilities \nServe as the primary point of contact for inbound customer support requests, primarily via email (handled as Salesforce cases) with some phone support \nTroubleshoot and resolve technical issues raised by customers, applying strong tech support skills to diagnose root causes \nEscalate unresolved or complex issues to Engineering, including creating detailed Jira tickets and replicating reported bugs \nOwn and report on key support metrics: CSAT, first response time, and total resolution time \nCreate and maintain support documentation and processes (in SharePoint/Microsoft 365 and Confluence) to improve consistency and efficiency across the team \nCommunicate clearly and professionally with customers in both written and verbal form, translating technical concepts for audiences with varying levels of technical expertise \nCollaborate cross-functionally with the Solutions team and Engineering to ensure customer issues are resolved thoroughly and on time \nRequired Qualifications \n3-4+ years of experience in customer support or technical support \nStrong technical troubleshooting skills and comfort learning new software platforms \nExperience using Jira for issue tracking and bug replication \nExcellent written and verbal communication skills \nExperience creating and maintaining support documentation and processes \nProficiency with Microsoft 365 tools \nStrong prioritization skills and ability to manage multiple open cases at once \nCustomer-focused mindset with strong problem-solving ability \nPreferred Skills \nExperience with Salesforce (Case Management/Service Cloud)\nExperience with AI tooling (Claude, GPT, etc.)\nFamiliarity with Confluence \n\nBuzz Solutions does not provide sponsorship for work authorization in the United States at this time.\nBuzz Solutions is an Equal Employment Opportunity employer. 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