Support Specialist

Job Description

Customer Support Specialist | Albi

The Tone:
This is a full-time role at Albi, located in Chicago, IL (relocating from Oak Brook in Summer 2026). Albiware is a B2B SaaS company building a project management platform specifically for the restoration and construction industry. This entry-level position is crucial for delivering responsive, accurate technical support, ensuring customers can rely on Albi for their daily operations. The role contributes directly to customer satisfaction and the continuous improvement of the product and its supporting documentation.

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

• Team: Customer Support team
• Mission: Serve as a primary contact for customer inquiries, diagnose product issues, and enhance documentation for restoration and construction professionals.
• Tech Stack: Intercom, Hubspot, Jira, Confluence, HubSpot Service Hub, QuickBooks, SQL

What You’ll Actually Do
• Support: Respond to inbound customer inquiries via chat and email with clear, accurate, and professional communication.
• Diagnosis: Diagnose product and account issues, reproduce reported problems, and identify their root cause.
• Reporting: Document confirmed bugs in Jira, including reproduction steps, screenshots, and customer impact details for the engineering team.
• Quality Assurance: Verify engineering fixes in a QA environment prior to release and conduct regression testing.
• Documentation: Author and maintain customer-facing Help Desk articles in HubSpot and internal standard operating procedures in Confluence.

The Must-Haves
• Background: Associate Degree or higher, with 0-1 years of professional experience in customer service, technical support, or a related customer-facing role.
• Experience: 0-1 years in a customer-facing capacity, demonstrating an ability to quickly learn new software platforms and workflows.
• Skills: Excellent written and verbal communication skills, strong problem-solving abilities, attention to detail, capacity to manage multiple priorities, and a customer-focused mindset.
• Bonus: Prior experience in a SaaS or technical support environment, familiarity with Intercom, Jira, Confluence, or HubSpot Service Hub, experience authoring help center articles or technical documentation, background or interest in the restoration, construction, insurance, or field services industries, basic familiarity with QuickBooks or other accounting software, or basic familiarity with SQL.