Customer Support Specialist

About the role

Albiware, a B2B SaaS company behind Albi, a project management platform for the restoration and construction industry, is hiring a Support Specialist for its Customer Support team. This is an entry-level position serving as the main point of contact for inbound customer inquiries, triaging and documenting product issues for the engineering team, and helping improve customer-facing and internal documentation. Training on the product, support tools and internal workflows is provided.

Key responsibilities

• Respond to inbound customer inquiries via Intercom and HubSpot (chat and email) with clear, accurate and professional communication.
• Diagnose product and account issues, reproduce reported problems and identify root cause.
• Document confirmed bugs in Jira with reproduction steps, screenshots and customer impact details.
• Verify engineering fixes in QA before release and run regression testing.
• Author and maintain customer-facing Help Desk articles in HubSpot and internal SOPs in Confluence.
• Partner with Product, Engineering, Customer Success and Billing on escalations and feature rollouts.

Required profile

• 0-1 years of professional experience in customer service, technical support or a related customer-facing role.
• Associate degree or higher.
• Excellent written and verbal communication, able to explain technical concepts to non-technical users.
• Strong problem-solving skills, attention to detail and ability to handle multiple priorities in a fast pace.
• Quick learner of new software platforms and workflows, customer-focused and empathetic.
• Must be authorized to work in the United States; no visa sponsorship needed.

Preferred qualifications

• Prior SaaS, technical support or help desk experience.
• Familiarity with Intercom, Jira, Confluence or HubSpot Service Hub.
• Experience writing help center articles, SOPs or technical documentation.
• Background in restoration, construction, insurance or field services.
• Basic familiarity with QuickBooks, accounting software or SQL.

What we offer

• Competitive salary and generous PTO.
• Medical, dental and vision insurance.
• 401K plan with matching.
• Team events, off-sites, continuing education, mentoring and career development.
• In-office first organization: four days a week at the Oak Brook office; remote arrangements are not available.
• The company is relocating to Chicago in summer 2026.