Support Specialist

Job Description

Customer Support Specialist | Albi

The Tone:
This is a full-time, entry-level role at Albi, currently located in Oak Brook, IL, with a planned relocation to Chicago in Summer 2026. Albiware is a B2B SaaS company building Albi, a project management platform purpose-built for the restoration and construction industry. Restoration contractors across North America rely on Albi daily for managing mitigation jobs, reconstruction projects, accounting integrations, and field documentation. This Customer Support Specialist role is crucial for delivering responsive, accurate technical support, serving as a primary point of contact for inbound customer inquiries, and helping to improve product documentation for customers and internal teams. This position is ideal for individuals beginning a career in SaaS support, customer success, or a related technical customer-facing field.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: In-person, Oak Brook, IL

• Team: Customer Support team
• Mission: This role ensures Albi customers receive timely and accurate technical assistance and contributes to product issue resolution and documentation.
• Tech Stack: Intercom, Hubspot, Jira, Confluence, HubSpot Service Hub, QuickBooks, SQL

What You’ll Actually Do
• Customer Communication: Respond to inbound customer inquiries via Intercom and Hubspot (chat and email) with clear, accurate, and professional communication.
• Technical Diagnosis: Diagnose product and account issues, reproducing reported problems to identify and pinpoint the root cause for effective resolution.
• Issue Documentation: Document confirmed bugs thoroughly in Jira, providing reproduction steps, screenshots, and detailed customer impact for the engineering team.
• Quality Assurance: Verify engineering fixes in QA environments before releases and conduct necessary regression testing to ensure product stability.
• Content Creation: Author and maintain customer-facing Help Desk articles in HubSpot and internal Standard Operating Procedures (SOPs) in Confluence.

The Must-Haves
• Background: Associate Degree or higher, along with 0-1 years of professional experience in customer service, technical support, or a related customer-facing role. This position is designed for candidates beginning a career in SaaS support or similar technical fields, focusing on a customer-centric mindset.
• Experience: 0-1 years of professional experience in customer service or technical support, demonstrating a strong ability to quickly learn new software platforms and adapt to new workflows.
• Skills: Excellent written and verbal communication skills, including the ability to clearly explain technical concepts to non-technical users. Strong problem-solving skills with meticulous attention to detail, and the capacity to manage multiple priorities effectively.
• Bonus: Prior experience in a SaaS, technical support, or help desk environment. Familiarity with tools such as Intercom, Jira, Confluence, or HubSpot Service Hub. Experience authoring help center articles or technical documentation. A background or interest in the restoration, construction, insurance, or field services industries. Basic familiarity with QuickBooks or other accounting software, and basic familiarity with SQL.